AI Suggested answers

Train the Sonetel AI for suggested answers

Improve your customer support efficiency by uploading custom questions and answers for your AI helper. This allows your team to save time by having the AI suggest accurate responses to common customer inquiries.

This article will guide you through the process of training your AI helper with custom data, so it can better assist your team in handling frequent customer questions. We will cover how to upload and manage your training data, as well as provide examples of the benefits of using this feature.

Training the AI with Custom Data

In order to improve the AI’s ability to suggest accurate responses to your customers’ questions, you can upload a list of common questions and answers in the form of an Excel sheet. This will teach the AI to recognize similar inquiries and provide your team with appropriate suggestions.

Here is a template file that you can use: Sonetel-FAQ-Template

To upload your custom training data, follow these steps:

  1. Navigate to the AI Helper section in the Sonetel web app.
  2. Select “Train the AI”.
  3. Click on “Upload training data” to open a dialog box for uploading your file.
  4. Select and upload your Excel sheet containing the questions and answers.

Once your data has been uploaded, the AI will instantly start suggesting answers based on the custom content.


Managing Your Training Data

You can manage your uploaded training data through the “Train the AI” page. Here, you can download a template for your Excel sheet, download the data you have uploaded, or delete all the training data.

To manage your training data, click on the menu icon (three dots) in the upper right corner of the “Train the AI” page.

  • Download file template.
    Provides you with a sample Excel file that you can use for creating your list of questions and answers.
  • Download data.
    Downloads all the questions and answers that you and the system has uploaded as training data. If you want to clean out some old suggestions, a good approach is to download all data, delete or update the data in Excel, then use the Delete training data option, and finally upload the edited Excel file.
  • Delete all training data
    Deletes all the training data permanently. WARNING, this cannot be undone. We recommend that you download a copy of all data before deleting in case you change your mind.
  • Upload training data
    Allows you to upload an Excel file with questions and answers.

Follow the on-screen prompts to complete the action.


Benefits of Custom AI Training

Training the AI with custom data offers several advantages for your business:

  • Improved efficiency: Your team saves time by having the AI suggest accurate answers to frequent customer questions.
  • Better customer experience: Customers receive faster and more accurate responses to their inquiries.
  • Increased automation level: By providing the AI with custom data, you can boost your automation level, meaning a higher percentage of messages will be handled by the AI.


Trouble shooting

Upload file fails

If you have the questions and answers in a file of the type .xls and the file is ignored when you upload it (nothing happens after upload) then simply save the file in the newer Excel format .xlsx and try again.


Suggestions are not presented

If you are not getting the expected suggested answers when receiving similar questions from customers, you can further improve the automation by taking the following steps:

  1. Add extra rows in the Excel file below each Question/Answer.
  2. Add additional variants of the question in the question column. Leave the answer column blank on the extra rows.

The additional variants will help the model suggest the right answer in more cases.

Here is a sample file that you can use: Sonetel-FAQ-Template-with-variants-of-questions



By uploading custom questions and answers to train your AI helper, you can significantly improve the efficiency of your customer support team and enhance the overall customer experience. Make the most of Sonetel’s AI Helper by taking advantage of this powerful feature for your business.