đŦHow Superseek works
Superseek is a conversational AI assistant that's powered by the content you feed it.
But how does it work?
Here's a quick high-level overview of everything that goes on under the hood.
Step 1: Creating the knowledge base for your AI bot
The first step is to provide your AI bot with the knowledge it needs to answer queries.
When you add your content to Superseek (by adding your website, by uploading documents, or by pasting plain text), two things happen.
Chunking of your content
Superseek extracts all the text from the provided sources (website pages, help docs, PDFs, plain text, etc.) and then breaks it into smaller chunks.
Vectorization & Embedding of your content
The chunks of text are then vectorized (converted into 1536 numbers that capture the semantic meaning of that chunk of text) and embedded in a vector database. We use Supabase as our vector database.
Step 2: Answering questions
Once the knowledge base is ready, your AI bot is ready to answer questions. Here's what happens when a question is asked.
Vectorization & Embedding of the question
Similar to the step above, the question text is vectorized and embedded in the same vector database.
Locating the text needed to answer
Superseek performs a similarity check to locate the best set of text chunks needed to answer the question.
Generating the answer
Superseek then passes the prompt (the instructions provided to the bot) along with the question and the best-match chunks to ChatGPT via OpenAI's API to generate an answer.
What if the question can't be answered by AI?
AI is great, but some questions still need a human touch!
If a meaningful answer cannot be generated from the provided content (or if the user marks an AI-generated response as unhelpful), here's how we help you handle it.
Fallback response
You can configure the 'I don't know' response the bot provides. You can ask the user to rephrase the question and try again or to get in touch with you. It's up to you.
Routing buttons
Routing buttons can be added to the fallback response to help them get in touch with you. You can have the button open a link (Zendesk or Freshdesk ticketing page, calendly, etc.) or have it show a canned response.
Human handoff (via your live chat provider)
If you have an existing live chat provider (such as Zendesk chat), you can configure the button to close the Superseek widget and open the live chat widget. This way, customers who need further support get it and your team is less loaded with repetitive support questions. We currently support Zendesk, Intercom, Freshchat, and Hubspot.
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