AI Chat Setup
1) Preparing Knowledge Base Content for AI Training
The AI Chat is designed to avoid answering generic questions that are outside of the uploaded content, such as “How many days are in a week?” or “How do I apply for a passport?”
The AI Chat is expected to answer all questions that can be addressed based on its Knowledge Base content. For the AI Chat to succeed, it is essential that the Knowledge Base has high-quality content.
High Quality Content Guidelines
2) Set Up an OpenAI Account
To use the AI Chat, you will need to set up an OpenAI account and purchase credits.
1. Create an OpenAI Account
Visit https://platform.openai.com/signup to sign up for an account.
2. Create an OpenAI Project
It is important to create a dedicated project for the single site where the Help Dialog AI Chat will be used. Do not use the API key and project for other purposes. Create separate projects for different applications to isolate data across multiple applications. If using test/staging sites, create a new project and API key for each. A dedicated account for Help Dialog will further improve data security and manage the cost of AI Chat services.
3. Generate an API Key
Generate an API key for the website where the Help Dialog will run.
4. Determine the Required “Tier” for the Account
If the account has other projects used outside of Help Dialog, a higher tier will be required to meet the Help Dialog AI usage.
OpenAI charges for tokens used to answer questions based on the OpenAI account “Tier” and the total size of the uploaded files. The initial Tier 1 is very limiting, allowing the AI to answer questions based on less than fifty small articles. Tier 1 also limits the number of concurrent questions that can be processed, delaying replies to some users.
Tier 2 has much higher limits and throughput. Tier 2 is achieved after $50 is spent. However, it’s better to initially spend $50 for credits and move to Tier 2 as soon as possible before the AI Chat is used.
If the Knowledge Base and/or number of users is large, then Tier 3 ($100), Tier 4 ($250), or even Tier 5 ($1,000) might be needed.
Please note that it may take OpenAI 7 to 14 days to move your account to the next tier, so it is best to make this payment as soon as possible.
The cost of using the AI Chat mainly depends on:
- The tier level of the AI account
- The AI model used in the AI Chat settings
- The number of articles and overall size
- The number of questions
Read details here: https://platform.openai.com/docs/guides/rate-limits/usage-tiers/
5. Data Access Guidance
Be aware that OpenAI might keep conversations, files, etc., for a certain number of days even if deleted.
Currently, Assistants, Threads, Messages, and Vector Stores created via the API are scoped to the project they’re created in. As such, any person with API key access to that project can read or write Assistants, Threads, Messages, and Runs in the project.
- Restrict API Key Access**: Carefully consider who in your organization should have API keys and be part of a project. Periodically audit this list. API keys enable a wide range of operations, including reading and modifying sensitive information such as messages and files.
- Do Not Store API Keys outside of Help Dialog: A new API key can be easily generated if needed.
c) Set Up Assistant, Vector Store, and Content
1. Go to Admin > Help Dialog > AI Chat > Settings
2. Agree to the Disclaimer and enter your OpenAI API Key.
3. Optional: Enter a notification email and enable error and/or new conversation notifications.
4. Save your changes.
5. Go to the Dashboard tab.
6. Create Assistant: Click on the Assistant Create button. After a short while, you should see an “Active” status with a green checkmark.
7. Create Vector Store: Click on the Vector Store button. Once the Vector Store is created, an “Active” status will appear with a green checkmark.
8. Prepare Your Knowledge Base Content: Ensure the content is relevant as described above.
9. Upload Your Content: Finally, upload your content into Storage by clicking on the Content Upload button. This will trigger a process to upload all public Knowledge Base articles into Storage to be attached to the Vector Store.
Now the AI chat is ready. Test it with a few questions to judge its accuracy and adjust AI Chat settings if needed. If your current OpenAI account tier is too low, the chat may take a long time to complete questions, if at all. In that case, upgrading the tier is recommended.
d) Fine-Tuning
Monitor threads to see which questions are not answered or are answered poorly. Update your articles as needed and create new articles to cover missing topics or details. Then upload the updated content to the AI.
Changing the AI model can also help with the cost and accuracy of answers.
References
– Production Best Practices: https://platform.openai.com/docs/guides/production-best-practices/scaling-your-solution-architecture
– Expiration and Storage of Data: https://platform.openai.com/docs/models/how-we-use-your-data/
– Data Access Guidance: https://platform.openai.com/docs/assistants/how-it-works/data-access-guidance/
– Privacy: https://openai.com/enterprise-privacy/
