Create multimedia FAQ
Multimedia FAQ is a robust knowledge management tool designed for 0% hallucination. It uses a database of verified question-and-answer pairs to provide accurate, preapproved responses to end user queries. The answers can include text, images, and videos.
Semantic search ensures that answers are matched precisely. If no suitable information is found, the tool refrains from providing an answer. If no matching answer is found, you can use another method such as a knowledge agent to ensure a balance between reliability and flexibility.
When to use Multimedia FAQ
Zero hallucination required
The response matches exactly what you defined. Ideal for legal terms, specific links, or highly detailed instructions where precision is critical.
Multimedia responses
Responses need to include text alongside images or videos. Example: step-by-step reset guides with screenshots.
Long or complex URLs
Complex URLs risk being altered by LLMs. The FAQ displays links exactly as defined, every time.
Example scenario: An end user asks for directions to a delivery pick-up point. The Multimedia FAQ guarantees they receive the exact instructions and an image of the pick-up box each time.
Prerequisites
Contact your Infobip account manager to activate AI features in your account.
Prepare the CSV file
Prepare your FAQ entries in a .csv file for upload.
The CSV file must contain the following columns:
- questions: The list of possible end user questions. Separate multiple questions by
&&. - answer: The text answer to provide.
- image: Link to an image. Make sure that the image is hosted and publicly accessible.
- video: Link to a video. Make sure that the video is hosted and publicly accessible.
Separate each column by a semicolon (;).
Example
The following is an example of a multimedia FAQ entry in CSV format:
questions;answer;image;video
Where do I find information on how to configure a chatbot?&&Where can I find the Answers documentation?;The answers documentation can be found on the following link: /answers;;https://www.youtube.com/watch?v=GxZw1X03oocCreate the FAQ
- On the Infobip web interface (opens in a new tab), go to Knowledge Base → Multimedia FAQ.
- Select Create multimedia FAQ and give it a unique name.
- In the FAQ content tab, go to the Upload CSV file section.
- Either select Browse to find and upload the prepared
.csvfile or drag and drop the file into the section.
When the file is uploaded, you can select the Edit button, and see the FAQ entries in the Preview FAQ tab.