Not sure if AI can generate accurate answers from these 5000+ questions.

​@lifan just so I better understand how it works, in theory if I broke out all 5000 questions into 5000 help articles with the question and answer in each one would the Ai be any better at generating accurate answers? 

In general, for GPT to generate an accurate answer, we need feed it correct information with the less context the better. Since the 5000+ questions are all related to sales tax, AI may confuse and miss the details, and therefore generate an incorrect answer.

To upload your FAQs into Intercom, you can use the Help Center's article feature. However, formatting your CSV to fit Intercom's structure will take some work. If updates are frequent, consider using Confluence or another knowledge management tool integrated with Intercom, as they make it easier to manage and sync FAQs in real-time. You can also set up Intercom's Articles and Custom Bots to surface answers dynamically based on customer queries. If your content is constantly changing, a centralized platform might be more efficient than CSV files.

​@Nur Nahid do you know of a way to currently connect Confluence to Intercom? I haven’t seen any native integrations, only Zapier as a solution. 

​@Tom Adler  I am afraid that Zapier or REST API custom implementation is the way to go to integrate confluence right now.

I’d recommend storing these in an organized way in confluence other than CSV that your team can manage/use internally.  If you’re using fin copilot you can auto sync for any teams using internal answers.  For external content we setup a script to sync certain confluence articles in bulk and publish them to Intercom Public Help Center.

Working on a way to set this up on a trigger.

Ideally you’d use Confluence Automation on Page status change to trigger a webhook call to republish the intercom article whenever an update is made, and verified by your team. Problem is conversion from confluence HTML to what is accepted.  It’s tricky to setup at the moment.

If you’re happy with the current questions and answers, I would upload them as a PDF (or multiple PDFs broken down by categories) in Knowledge. Fin will immediately start using the question and answer pairs in conversations. As questions or answers change, you’ll just need to update the files on your end and re-upload them.