AI Center

Last Updated December 6, 2024

Download as PDF

Brief Overview

The AI Center in the Admin Center is a powerful tool for admins to monitor their AI usage across various systems and applications. It also includes an AI settings page where admins can connect knowledge sources to AI Answers and enable AI Answers for their integrations.

The AI Center offers an AI file scanning capability that enhances the versatility and effectiveness of conversational search, ensuring users have access to the information they need in the flow of work. Additionally, admins can request for webpages to be scanned, but this process must be requested though their CSM.

Admins can also request segmentation to knowledge sources to boost the accuracy of answers and improve compliance by ensuring access to information is restricted to the right users.

How to Access

The AI Center can be accessed from the Admin Center at admin.walkme.com.

• The AI Center includes two tabs: AI usage and AI settings

AI Usage

This is the AI Usage page in the Admin Center. The dashboard provides an overview of total usage in dollars, allowing you to keep track of your AI consumption. This information helps you understand which features are most used and which items within them are the most utilized.

You can adjust the timeframe for the data displayed by months and export this data in CSV format for further analysis.

Based on the cap defined in the signing, we've included an alert that triggers when 90% of the cap has been used.

This alert gives you options to either contact customer service for assistance or send an admin email alert.

AI Settings

The AI settings page in the Admin Center allows admin users to upload knowledge source files and integrate tools to the AI-powered conversational search experience.

The page consists of two tabs:

• AI Knowledge Sources: This dashboard allows admins to view, manage, and upload all of their knowledge sources

• AI Integrations: This dashboard allows admins to enable AI Answers to their existing integrations

AI Knowledge Sources

This dashboard allows admins to view, manage, and upload all of their knowledge sources.

Source tiles

Each knowledge source is presented as a tile on the page and displays the following information:

• Systems: Which systems have access to this knowledge source

• Source type:

  • Files: Uploaded files by the admin

  • Webpages: URL data source (Currently only R&D can add webpages for AI Answers. Please ask your CSM for requests)

• Source name: The name of the source

• Last sync: Time the source was last updated

• Status: Displays the uploading progress

• Created date: Date the source was added

Hover actions

Hover over a source tile to view actions.

• Delete: Permanently removes the knowledge source from the dashboard and AI Answers

• Edit: Make changes to the knowledge source

• Refresh: Re-syncs the knowledge source for updates

• Demo: Opens a demo of AI Answers so admins can simulate the end-user experience

How to upload files for knowledge sources

1. Click the Add Knowledge Source button

2. Select Upload Files

3. Enter a name for the Knowledge Source

Note

Source names are visible to end-users. They appear in Answer sources dropdown of an AI response.

• File sources only show the source name but are not clickable

• Webpages show the source name and provide a link to the source

4. Drag and drop your files or click Upload

5. The progress of the uploading files will appear

   1. Click the Trash icon if you can change your mind and wish to remove a file from the upload list

   2. Click the Refresh icon if the upload failed and you wish to try again

6. Click Next

7. Select which systems can access this knowledge source

8. Click Next

9. Manage segments: For each system, customers have the option to add their user segments to better control the knowledge source availability
   • Select a system from the list

   • Choose from two options:

     • Knowledge source will be available to all system segments

     • Knowledge source will only be available to specific system segments

       • If chosen, select which segments you'd like to apply

10. Click Create Source

11. The new knowledge source will appear in the dashboard

    • An upload progress bar and number of files being uploaded will be displayed

Learn more about segmentation and creating segments in the editor:

Segmentation

Custom Q&A

Enhance AI Answers with custom Q&As to resolve conflicts or fill gaps in your knowledge sources.

How it works

The AI prioritizes your custom Q&A over other knowledge sources, treating it as the most authoritative source of information.

It searches both your knowledge sources and your custom Q&A, but always ranks the custom Q&A higher. This ensures users receive the most relevant and correct answers quickly.

How to create custom Q&A

1. Click the Q&A icon on a source tile

2. Click + Add Q&A

3. Enter your question and answer in the fields

4. Click Add

   1. To add additional Q&A click + Add Q&A

5. Click Save & Publish

   1. A popup will appear informing you that the Q&A you've created will be available instantly to end-users. Click Save & Publish

   2. To test AI Answers with your new supplement Q&A, click the Demo icon on the source tile you want to test

Edit or Delete custom Q&A

1. Click the Q&A icon on a source tile

2. Select the Q&A you wish to edit or delete

3. To delete, click the Trash icon

4. To edit, make and change and click Update Changes

   • Click Save & Publish

Technical Notes

Prerequisites

• Relevant for paying customers only

File Scanning

• The following file types are supported: txt, doc, pdf, and coming soon csv

• Only text is pulled from files

• The file names appear to users in the AI Answers results, but the files aren't accessible by end-users

• A single knowledge source can consist of one file or multiple files

AI Segmentation

• By default, sources are applied to all segments (including future segments that will be created in the system)

  • WalkMe's product team can change this setting on the backend to select specific segments as defined in the editor

  • This option will become customer facing in the near future

• Once specific segments are applied, no publish is required for changes to take effect