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User Guide

This guide helps you understand how to use the NextGen OpenAI Chatbot effectively for your customers and your business.

For Shop Owners​

Getting the Most Out of Your Chatbot​

1. Training Your Assistant​

Best Practices for Assistant Instructions:

You are a helpful shopping assistant for [Your Store Name]. 
You help customers find products, answer questions about our policies, and provide excellent customer service.

Key Guidelines:
- Always be friendly and professional
- Provide specific product recommendations
- Mention our free shipping on orders over €50
- Refer customers to our 30-day return policy
- If you can't answer something, offer to connect them with human support

Tips for Better Performance:

  • Be specific about your store's unique selling points
  • Include common policies and procedures
  • Provide examples of how to respond to frequent questions
  • Update instructions based on customer feedback

2. Optimizing the Knowledge Base​

FAQ Section Configuration:

Q: What is your return policy?
A: We offer a 30-day return policy for all items in original condition. Free return shipping for orders over €50.

Q: How long does shipping take?
A: Standard shipping takes 2-3 business days. Express shipping (1 business day) is available for €5.99.

Q: Do you offer international shipping?
A: Yes, we ship to EU countries. Shipping costs vary by location and are calculated at checkout.

Meta Information Best Practices:

  • Include company history and values
  • List unique product features
  • Explain sizing guides and measurements
  • Provide care instructions for products

3. Monitoring and Optimization​

Regular Tasks:

  • Review chat logs for common questions
  • Update FAQ content based on customer inquiries
  • Monitor API usage and costs
  • Test new features and configurations

Performance Indicators:

  • Customer satisfaction with responses
  • Reduction in support tickets
  • Increased product discovery
  • Improved conversion rates

Managing Customer Interactions​

1. Understanding Chat Analytics​

Key Metrics to Track:

  • Number of conversations per day
  • Most common question types
  • Products frequently asked about
  • Customer satisfaction ratings

Using Analytics to Improve:

  • Identify knowledge gaps
  • Optimize product descriptions
  • Improve category organization
  • Enhance search functionality

2. Handling Complex Inquiries​

When to Escalate:

  • Technical product questions requiring expertise
  • Complaint handling
  • Payment and order issues
  • Custom product requests

Setting Up Escalation:

  • Configure clear escalation triggers
  • Provide contact information
  • Set up automated ticket creation
  • Train staff on chatbot handoffs

For Customers​

How to Use the Chatbot​

1. Starting a Conversation​

Opening the Chat:

  • Look for the chat icon (usually bottom-right of the screen)
  • Click to open the chat interface
  • The chatbot will greet you and ask how it can help

First Interaction:

  • You can click the greeting message for a quick start
  • Or type your own question or request
  • The chatbot understands natural language

2. Effective Communication​

Good Example Questions:

  • "I'm looking for a waterproof jacket for hiking in winter"
  • "Show me laptops under €800 suitable for students"
  • "What's your return policy for electronics?"
  • "Do you have this shirt in size Medium?"

Tips for Better Results:

  • Be specific about what you're looking for
  • Include important details (size, color, budget)
  • Ask follow-up questions to narrow down options
  • Use natural language - no need for keywords

3. Product Search Features​

Natural Language Search:

  • "Red cotton t-shirts under €20"
  • "Gaming laptops with good graphics"
  • "Comfortable running shoes for women"
  • "Eco-friendly cleaning products"

Follow-up Questions:

  • "Show me more options"
  • "What about a different color?"
  • "Are there cheaper alternatives?"
  • "Tell me more about this product"

4. Getting Help​

Common Support Questions:

  • Order status and tracking
  • Shipping information
  • Return and exchange procedures
  • Product care instructions
  • Size and fit guidance

When You Need Human Help:

  • Complex technical questions
  • Order modifications
  • Complaint handling
  • Custom requests

Understanding Chatbot Responses​

1. Product Recommendations​

What to Expect:

  • Curated product suggestions based on your query
  • Product images and key details
  • Pricing and availability information
  • Links to full product pages

How to Interact:

  • Click on product links to view details
  • Ask for more information about specific products
  • Request alternatives or similar items
  • Inquire about availability in different sizes/colors

2. Search Results​

Understanding Results:

  • Products are ranked by relevance to your query
  • Explanations for why products were selected
  • Filtering options and alternatives
  • Related product suggestions

Refining Your Search:

  • Provide more specific requirements
  • Ask to exclude certain features
  • Request different price ranges
  • Specify preferred brands or styles

3. Information Responses​

Types of Information:

  • Store policies and procedures
  • Product specifications and features
  • Sizing guides and measurements
  • Care and maintenance instructions

Getting More Details:

  • Ask for clarification on any point
  • Request examples or specific scenarios
  • Inquire about exceptions or special cases
  • Ask for contact information for human support

Privacy and Data​

1. Data Collection​

What Information is Collected:

  • Your chat messages and questions
  • Product preferences and interests
  • General browsing behavior in the chat

What is NOT Collected:

  • Personal identifying information
  • Payment details
  • Order history (unless you provide it)
  • Browsing history outside the chat

2. Local Storage Options​

Chat History Storage:

  • Option to save chat history locally
  • Maintains conversation context
  • Helps with follow-up questions
  • Can be disabled at any time

Privacy Controls:

  • Clear chat history anytime
  • Disable local storage
  • Delete individual messages
  • Control data sharing preferences

3. Data Usage​

How Your Data is Used:

  • Improve chatbot responses
  • Provide personalized recommendations
  • Enhance product search results
  • Optimize store experience

Data Sharing:

  • Chat messages are sent to OpenAI for processing
  • No personal data is shared with third parties
  • All data handling complies with GDPR
  • You can request data deletion at any time

Troubleshooting Common Issues​

1. Chatbot Not Responding​

Possible Causes:

  • Temporary connection issues
  • High server load
  • Browser compatibility issues
  • JavaScript disabled

Solutions:

  • Refresh the page
  • Try a different browser
  • Check internet connection
  • Clear browser cache

2. Poor Search Results​

Possible Causes:

  • Vague search terms
  • Products not in stock
  • Misspelled words
  • Too specific requirements

Solutions:

  • Try different keywords
  • Broaden your search criteria
  • Check spelling
  • Ask for alternatives

3. Language Issues​

Possible Causes:

  • Mixed language content
  • Browser language settings
  • Regional variations
  • Translation errors

Solutions:

  • Specify your preferred language
  • Use consistent language in queries
  • Report translation issues
  • Switch to English if needed

Advanced Features​

1. Contact Form Integration​

How it Works:

  • When typing in contact forms, an AI assist button appears
  • Click to get instant answers before submitting
  • AI provides relevant information
  • You can still submit the form if needed

Benefits:

  • Get instant answers
  • Reduce wait times
  • Avoid unnecessary form submissions
  • Access help while browsing

2. Accessibility Features​

Available Options:

  • Screen reader compatibility
  • Keyboard navigation
  • High contrast mode
  • Reduced motion settings

How to Enable:

  • Check accessibility settings in chat config
  • Use keyboard shortcuts for navigation
  • Enable reduced motion for animations
  • Adjust contrast settings if needed

3. Mobile Experience​

Mobile Features:

  • Responsive design for all screen sizes
  • Touch-friendly interface
  • Optimized keyboard handling
  • Swipe gestures

Tips for Mobile:

  • Use the minimize/maximize buttons
  • Swipe to navigate messages
  • Use voice input if available
  • Rotate device for better view

Need More Help? Check our FAQ or Troubleshooting Guide for additional assistance.