Is the customer's personal information safe when we use these features?

Yes. The AI service we use for this is added as a subcontractor in the agreement with you. As part of adding a subcontractor, we have ensured that they meet all legal requirements required to store personal data. In addition, we have conducted a security review to ensure that the data is safe. Read more in the guide on AI Compliance.

Can the answer generated by Smart Replies be wrong?

Yes, the answer may contain incorrect information. Therefore, we recommend that you always read through and double-check that the answer is correct before sending the answer to the customer. The content of the answers is based on the guide you choose, so if the guide actually does not contain the facts needed to answer the question, the risk of the answer being incorrect naturally increases.

We often get the error message "No matching guides found." What can we do?

To be able to find a good guide, a few things need to be correct:

• The customer's question needs to be clearly formulated. If the customer's formulation does not match how you formulate, it can sometimes be difficult for the system to find the right one. However, note that we do not search only for the exact words that the customer writes, but try to find a guide with so-called "semantic search" which means that we automatically take into account, for example, synonyms when searching. In addition, the search is made so that it searches regardless of the language, so an email in one language can get a match on a guide in another language.
• The guides in your knowledge base need to contain the right information. The prerequisites for finding a good guide are that the text in the guide is clearly written, and matches well the questions the customer has. If you often get answers that no matching guide is found, consider whether you can expand the content of a guide, or add a new guide that answers the questions more exactly.

To read more about how you can work with this, read the guide with tips and process on how to write effectively for AI.