Question
I want my AI agent to provide answers based on the information outside of my help center articles. Can I use external documentation sources to train it?
Answer
Zendesk AI agent can use information from outside your help center once you import it. You need the Advanced AI add-on as part of your subscription to access the feature.
AI agents don't search live data or the internet in real time, instead import the information from other platforms and websites. Data is imported on a one-time or recurring basis. Supported sources include Zendesk, Salesforce, or Freshdesk help centers, CSV files, and content from public websites using a web crawler. You can add multiple knowledge sources to the same AI agent.
For community posts, manually extract the relevant content and convert it into a supported format, such as CSV, markdown, or plaintext. Once formatted, you can upload that content as a knowledge source to your AI agent.
The AI agent uses the imported information when generating its replies. For more information, see the article: Importing knowledge sources for an advanced AI agent.