Q&A Document is a fundamental knowledge management tool that allows you to pre-enter a series of "questions" and their corresponding "standard answers." When users ask related questions, the system automatically matches and responds with the preset answers, enabling fast and consistent customer support.
Traditional Q&A documents have served us for many years, but now, we welcome a more intelligent evolution—AI-powered Q&A Documents.
| Feature Dimension | Traditional Q&A Document | AI Q&A Document |
| Matching Method | Keyword matching: The user's question must contain the exact keywords you have set. | Semantic understanding matching: AI uses deep learning to understand the true intent and meaning of user questions. |
| Response flexibility | Rigid: Responds with fixed answers as long as keywords are triggered, easily leading to irrelevant responses. | Flexible and precise: Even when questions are phrased differently, as long as the intent is the same, AI can match the most relevant answer. |
| Multilingual support | Manual maintenance: Requires creating and maintaining a separate Q&A database for each target language, which involves significant workload. | Automatic translation: Maintain only a Q&A database in one language (such as Chinese), and the AI can automatically translate and respond to questions in other languages. |
| Maintenance cost | High: It requires constantly guessing various keywords that users might use and creating duplicate Q&A pairs for them. | Low: Focus on organizing core knowledge and standard answers, while AI handles diverse user phrasing. |
1. Create Q&A Document
After entering the knowledge page, click [+ Knowledge Base] and select "Q&A Document"
2. Upload FAQ
① Click "Add Content" in the upper right corner to add an FAQ.
② Click "Template Import" to batch import FAQs through templates.