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Building a Customer Support Bot Using OpenAI Assistants

Prerequisites​

  • OpenAI Account: Ensure the account is subscribed to a paid plan.
  • Knowledge Base: Create or download knowledge files. For example, you can export Notion documents in markdown format and combine them into one to create a knowledge file.

Step-by-Step Guide​

  1. Visit OpenAI Assistants page and click on the Create button.

  2. Enter a name for your assistant, e.g. Help Mate.

  3. Add the following instruction to the Instructions section. You can adjust the instruction for your needs.

    You are a bot assisting the CS help desk agent. Your role involves reviewing customer inquiries, finding solutions within the uploaded manual files, and proposing preliminary solutions to the CS agent before they review the inquiries. You must be helpful yet concise, and you should not guess or provide speculative answers to information you are uncertain about. If you cannot be certain, you must respond that you do not know. The only information you can accurately respond with is contained within the manual. The manual is the file uploaded when creating the Assistant, and you must read this file and base your responses solely on the information obtained from it.

  4. Click the Model combobox and select gpt-4-1106-preview.

  5. Lastly, Tick the Retrieval checkbox and click the Add button next to the Files label. Upload your knowledge files.

Testing​

You can test the bot using the OpenAI Playground. Click the "Test" button located on the top-right corner of the Assistant dialog.

What's Next​

The OpenAI Assistant can be integrated into communication channels such as Slack by utilizing Runbear. Check Integrating OpenAI Assistants to learn more.