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      How to Train Your AI ChatBot

      Update answers, fill knowledge gaps, and teach your ChatBot to recognise different question variations.

      Training your chatbot is key to delivering excellent customer service - whether you're refining an existing answer, adding missing information, or helping it recognise different ways people ask the same question. Inside your Yonder dashboard, it’s quick and easy to keep your ChatBot up to date so it can handle enquiries with clarity and confidence every time.

      How Your Chatbot Works

      Your chatbot pulls answers from information in the Content tab. When a customer asks a question, it searches FAQ titles and responses to find the best match.

      A few important things to note:

      • The chatbot does not browse the internet or guess answers.

      • It will only provide answers based on the content you’ve provided.

      • The better your content, the better the chatbot performs.

      If a customer asks something it doesn’t recognise, it will trigger your Fallback Message. These unanswered messages are saved in your Chat Logs so you can train your chatbot with them later.

      Learn more: Understanding How the Chatbot Works

       

       

      The Three Ways to Train Your ChatBot

      Yonder’s chatbot relies entirely on content inside the Content tab. Here are the three core ways to train and improve it:

      1. Update an Existing FAQ

      Improve or expand an existing answer to make it clearer, more accurate, or easier for the AI to understand.
      Example: If someone asks, “How much does parking cost?”, update the existing FAQ “Is there parking?” to include a line such as “Complimentary parking is available for our guests.”

      2. Create a New FAQ

      Fill in any knowledge gaps by adding new FAQs with clear titles and answers. Good for new policies, seasonal changes, or information that just hasn’t been added yet.
      Example: If customers are asking about pet policies and there’s no existing FAQ, create one titled “Can I bring my dog?” with a clear response.

      3. Add Example Questions

      Help the chatbot recognise similar or related customer enquiries by adding alternative phrasing as example questions.
      Example: For the FAQ “Do you run in bad weather?”, you might add example questions such as “What happens if it rains?”, “Is the tour cancelled in bad weather?”, and “Do I get a refund if the weather is bad?” This helps ensure your chatbot connects varied customer language to the right response.

       

       

      How the Chat Logs Training Section Works

      Unanswered questions are captured in your Chat Logs under the ‘No Match Questions’ section. From here, you can train your chatbot in two ways:

      1. Ignore: Use this option for spam, irrelevant, or unclear enquiries.

      2. Train: Click Train to improve the chatbot.  You'll then be given two options:

      • Update: Add the information to an existing FAQ with more detail or clearer information.

      • Create: Make a new FAQ and response to fill the knowledge gap.

       

       

      How to Add Example Questions

      Example questions help your chatbot match different customer phrasings to the correct FAQ. They’re ideal for connecting varied ways of asking the same thing to a single answer. 

      1. In your chatbot Content tab, click on the FAQ you’d like to add examples to.

      2. Click the box labelled “Add/Edit Example Questions.”

      3. Enter your phrase variation into the “Add custom expression” field.

      4. Click the black ‘+’ icon or press Enter to add it.

      5. Add as many relevant variations as needed.

      6. Click Save to update the FAQ.


       

       

      Top Training Tips

      • Avoid duplicate FAQs: If a topic already exists, update the existing FAQ instead of creating a new one. Fewer, more comprehensive FAQs lead to better performance.

      • Keep titles simple: Use a short, generic title rather than a full customer message. 
        Original message: “Hi I booked an overnight cruise and didn’t get a confirmation email.”
        Updated FAQ title: “I did not receive a confirmation email”
        You can also add the full original message as an example question to the new FAQ.

      • Add multiple example questions for each FAQ to increase matching accuracy and avoid missing related enquiries.

       

       

      Frequently Asked Questions

      Can I customise the fallback message text?
      Yes! Go to your Website Widget tab, click on the Fallback section, and update the message. You can include contact details or personalise the tone.

      Does the chatbot train itself automatically?
      No. The chatbot doesn’t learn on its own or browse the internet. It only works with the content you provide. You need to review and train it manually using the tools in the dashboard.

      What happens to unanswered questions?
      They’re saved in your Chat Logs under “No Match Questions”. You can review, ignore, or train them by updating or creating a relevant FAQ.

      Can I use customer questions as example questions?
      Absolutely. Copy customer messages from chat logs into your FAQs as example questions. This helps the chatbot match more real-life enquiries.


      Have questions? Contact support@yonderhq.com