Consider the Knowledge Hub as a Content Management System for your AI chatbot. Just like you would train any employee, you need to train your AI the same way. Establishing the Knowledge Hub is the first step in providing information to your AI chatbot, allowing it to respond to customers around the clock, 24/7.

Knowledge can be added in three different ways. You can use one, two, or all three, based on your preference.

In the Knowledge Hub, there is an FAQ section where you can log frequently asked questions. The AI can then pull answers from this section to provide the correct information to guests. With FAQs, you can manually add your questions along with their corresponding responses.

This section is useful in quickly adding an answer to a specific question that the chatbot is not able to answer. Moreover, it is also useful in letting you specify how the chatbot should answer a question. For example, if you find the current answer provided by the chatbot to a question by the customer is correct but not contains all information you can use this section to enter the question and how you would answer it. Which after being published, will let the chatbot now what other information to also include in the answers.

Example use case: The chatbot answer correctly to a question about where a restaurant is located. However, as the property, you would like the chatbot to also provide a link of current restaurant promotion you can then enter as below:

Question: Where's Restaurant A located.

Answer: Restaurant A is located on the 1st floor. We would also like to inform that there's a promotion for our seasonal dishes.

To update FAQs, you can navigate it via Knowledge Hub → FAQs.

To add an FAQ, select the “+ Add FAQ” button

Fill in the required fields, click "Save," and then select the "Publish AI" button at the top.

If you have brochures, menus, or departmental information, you can easily upload these documents to train your AI. You can upload Word, TXT, or PDF files to help improve your AI model. The content from these documents will help enhance the AI's responses.

To upload, go to Knowledge Hub → Documents.

To upload a document, select the + Add Document button.

After filling out the fields, ensure that you switch the status to "Ready to Publish" and click "Save." Then, select the "Publish AI" button to update the AI with the latest changes.

Another way to add information to the Knowledge Hub is by using External Sources. This allows you to sync webpages from your property that are updated regularly. Common examples include events pages, restaurant and bar menus, and promotions or special offers.

When the form opens, you can select how frequently you want the AI to update the information from your site: monthly, weekly, or manually. (The option to sync daily has been removed)

External Sources can also automatically extract data from the subpages by selecting the tick box.

Ensure you select 'Save' when you have finished filling out the appropriate fields.

Testing:

Sometimes, due to the website setup, External Sources may not be able to extract information from the website or include all subpages even though the option is selected. Hence, it's important to carry out the testing process below to ensure the data are being pulled.

Once you have clicked saved, after around 5-10 minutes the system will automatically convert your webpage contents to a viewable document under Knowledge Hub -> Documents. You can then navigate to this section to download the file to cross check if External Sources has been set up successfully.

After making your changes, go to the Knowledge Hub and select Publish AI when ready. Any Knowledge areas with data will already be pre-selected for you. Myma.ai will then compile the information from all sections of the Knowledge Hub and train the AI Chatbot.

Once publishing is complete, you will receive an email notification, and the AI Chatbot will begin responding with the updated information.

You can also track the status of your publish requests in the Logs tab.

The base knowledge is maintained in a single language. To manage content in another language, simply select your preferred language from the dropdown and add the corresponding content.

If your guests are multilingual, we recommend entering information in all relevant languages within the Knowledge Hub. This ensures that the AI Chatbot can provide accurate and natural responses no matter which language the guest chooses to use.

For example, if many of your guests speak both English and Spanish, you should add the same content in both languages so the chatbot can seamlessly switch between them.

Providing knowledge in multiple languages not only improves the guest experience but also reduces missed responses and confusion. By keeping your multilingual content updated, you can ensure your AI remains consistent, culturally relevant, and helpful to every guest.

At certain points during the conversation, the AI chatbot will present the customer with room options. These room types are managed under Knowledge Hub → Room Types.

To add a room, select the Add Room Button.

Next, complete the following fields and publish the AI.

Displaying hyperlinks within conversation messages enhances engagement. Markdown is used to create more expressive and captivating text messages.

You can find a rundown of the markdown format we use by following this link: https://www.markdownguide.org/cheat-sheet/

You can see examples of multiple forms of markdown being used to enhance a piece of text.

To add heading:

# H1 ## H2 ### H3

To add a link:

[title](https://www.example.com)

You can contact us at [+64 22 111 0002](tel:+64221110002)

For the links and phone numbers, it is important to note that text in [] will show to the guest, and on clicking of that link, () will open. The format is important too, some tips for telephone numbers:

Wrong: