What is Yoda?
Yoda is an artificial intelligence bot, built to enhance user experience by automating responses to the student and faculty’s frequently asked questions.
How can Yoda help my Institution?
Yoda can help institutions by automating responses to the student and faculty’s frequently asked questions. It can provide status of account balance, grades, holds, etc. instantly and help institutions witness a noticeable rise in the overall institutional productivity.
What kind of questions can Yoda answer?
Yoda can answer various frequently asked questions such as:
- How much do I owe?
- When is my priority registration date?
- When is my freshman project due for Biology 101?
- I forgot my password, can you reset it?
- How do I enter grades?
- How do I check the submission of the test/quiz?
What are the pre-requisites for Yoda for FAQ?
- QuickLaunch Database adapter middleware deployment and setup (On-premise / Cloud hosting)
- Set of SQL queries to fetch data for Intents that require dynamic data (E.g. course list)
- Middleware should be configured and protected using QuickLaunch verify Oauth protocol
What are the pre-requisites for Yoda for LMS & CRM - API integration?
- API documentation of underlying product with access, credentials, and data
- Proxy middleware setup to invoke 3rd party REST APIs
Do you provide training of how to train Yoda?
How many languages does QuickLaunch Yoda support?
Yoda is multilingual and supports English + 99 other languages. Some of the most popular languages supported by Yoda are English – Great Britain, Italian, French, German, Spanish, Portuguese.
Can AI Chat be placed on the website?
Yes, AI Chat can be deployed on any website using Java Scripts.
Does QuickLaunch Yoda support multiple devices & browsers?
QuickLaunch Yoda is a platform agnostic solution and can be accessed from multiple platforms, including mobile devices (iPhone, Android and windows), desktop, standard browsers (IE, Firefox, Chrome, Safari, etc.), Apple devices (MAC, iPad, etc.), Smart home devices (Alexa, G-Home, iHome, etc.).
Does QuickLaunch Yoda provide speech-to-text, text-to-speech for ADA compliance?
Yes, QuickLaunch Yoda provides speech-to-text, text-to-speech, etc. for ADA compliance.
How will the integration with Financial Aid be done?
Integrations can be done using APIs. Whenever Financial Aid information is updated, AI will automatically update the Yoda answers.
Does QuickLaunch Yoda include a continuity of operations plan?
QuickLaunch has leveraged industry best practices to design comprehensive failover, disaster recovery and high availability strategies for keeping your mission critical applications running, maintaining data accessibility and ensuring business continuity.
Does QuickLaunch Yoda archives all chat history?
QuickLaunch archives all conversation history. Only the institution’s authorized personnel will have access to conversation history.
What is required to setup all the FAQs for YODA?
There are 2 ways you can achieve FAQs setup for Yoda:
- FAQ Sheet – QuickLaunch can upload the FAQ sheet provided by the clients for YODA setup
- URL Hosting – Clients can provide QuickLaunch with the details of the URLs that is hosting exiting FAQs on their server. QuickLaunch can import those questions from the URL to the Bot.
Does QuickLaunch Yoda have the ability to locate relevant user data within a Learning Management System?
QuickLaunch Yoda has the ability to locate relevant user data within an LMS by integrating with it. QuickLaunch assumes that institution’s LMS is federated against central IDP (same is used for Authenticating Yoda) and has available APIs.
Does QuickLaunch Yoda provide out-of-the-box integration with other ERP systems?
QuickLaunch Yoda provides out-of-the-box integration with ERP systems and other customer-facing technology, including PeopleSoft Campus Solutions 9.0/ 9.2, PeopleSoft Human Capital Management System 9.0, PeopleSoft Financials 9.2, Instructure Canvas® LMS, WordPress websites, MS-SharePoint, GSuite and Google products, Helpdesk-ticket software, CRM systems, etc.
QuickLaunch leverages RESTful APIs and queries for integration.
Does QuickLaunch Yoda have the ability to prioritize questions?
QuickLaunch Yoda includes the ability to prioritize questions on a First-In and First-Out (FIFO) basis.
How does QuickLaunch Yoda escalate user questions to staff?
QuickLaunch Yoda provides an out-of-the-box functionality to escalate user questions to staff/live agent. The scenarios in which chatbot will provide user with an option to transfer to staff/live agent can be many and are customizable.
A conversation may be transferred to live agent based on business login or end-user request. For example – business logic can be set for the bit to automatically transfer the conversation to a live agent in case Yoda (bot) is unable to answer two/three successive (or during the whole conversation) queries.
Is QuickLaunch Yoda dependent on third-party applications or on-premises software?
QuickLaunch Yoda provides a cloud-based product administration interface that can be accessed from any device that has a web browser and internet connection.
How AI can be integrated with password change so that the unnecessary emails on password change can be ignored?
In order to integrate AI for Password Change, we can establish integration between YODA and QuickLaunch Smart Password Manager. QuickLaunch APIs can be used for such integrations.
What are the requirements for content development and management?
QuickLaunch anticipates engagement of 1-2 resources who can assist QuickLaunch’s team with the following:
- Access to FAQs/Knowledge Base.
- Access to institution’s SIS, LMS, CRM and other applications to be integrated.
- Setting up a secure VPN IPSec Tunnel for data transmission.
- Defining process workflows, escalation procedures, business logics and providing escalation matrix.
- Participation in weekly/bi-weekly meetings and quality calibration.
- Post implementation, we would require 1 hour per week from a Subject Matter Expert to enhance bot accuracy and adding new intents.
What are the security protocols used by QuickLaunch Yoda?
QuickLaunch agrees that data provided to us during the provision of service shall be used only and exclusively to support the service and service execution and not for any other purpose. This shall include not examining data for targeted marketing either within the confines of the service or external to the service (e.g., keyword indexing). QuickLaunch may use aggregate statistics on service usage in order to enhance or optimize the functionality of the service.
QuickLaunch leverages industry standard data encryption methods. QuickLaunch stores data in encrypted format on AWS instances. All the data passing to and from the QuickLaunch Yoda supports 256-bit encryption and leverages TLS 1.2.
Additionally, the keys are encrypted with AES algorithm and transported as HTTPS.
How QuickLaunch Yoda identifies appropriate content sources; college website, knowledgebase, student information system, college databases to respond to queries?
As part of the implementation, QuickLaunch’s team will work with your resources to gather information from various content sources such as FAQs, knowledge base, institution website, SIS, LMS and CRM. Our resources then train the chatbot to identify appropriate content sources.
During the training phase, we run a benchmark on our training data and conversational AI, expressions are split inside each of intents in two parts: one part is used for training, and the other, usually much smaller, is used to evaluate the classification. The evaluation is simple: each sentence is tested with the training dataset, to check if the first intent returned is the right one. This process is repeated a number of times to enforce randomness in the splits. Once the evaluations are done, the results are averaged while taking in account the number of occurrences of each intent, resulting with our 4 metrics, each ranging between 0 and 1 for each intent.
How can chatbot administrators create intents and feed resolutions to answer visitor inquiries?
Chatbot administrator can create intents and feed resolutions to it which will be used to answer queries by the visitors.
Add Chatbot Intents
Tap on ‘Username’ option coming on top right corner of the homepage.
Choose ‘Studio’ from the dropdown list.
At the extreme left corner click the Setting icon on.
Click Bot Intents/Topics option from the Chat pop up window.
Click Create Intent option.
Enter the name of the intent you want to create in the Intent textbox.
Click Training Phrases tab and enter user expression under Add User Expression textbox.
Click Text Responses to enter the responses.
Click Media Response to add media files such as Video, Images, Links, etc.
Is it possible to set up the chatbot by yourself?
Chatbot Manager allows you to set up a chatbot yourself.
Setup a Chatbot
- Tap on ‘Username’ option coming on the top right corner of the homepage.
- Choose ‘Studio’ from the dropdown list.
- At the extreme left corner click the Setting icon on.
- Click Chatbot Manager under Chat pop-up window.
- Click the Add+ button
- Click the General tab and enter the information such as name and description of the bot under Name textbox and Description textbox respectively.
- Click DialogFlow Settings tab and enter Client Token, Developer Token & Webhook URL.
- Click Deployments tab to enter Bot Embed Code & to toggle on/off Deploy on Portal.
- Click the save button to save the changes been made.
Are end-user messages encrypted at rest?
Can administrators audit end-user conversations?
Yes. You can log all end-user conversations in BigQuery and control where it is stored, as well as IAM controls for who can access it.
How is end-user data stored?
Text conversations sent to QuickLaunch/GCP are saved to internal systems for storage. However, you can turn off conversation history storage and optionally store conversations elsewhere.
Can QuickLaunch/GCP securely handle PII and PCI information?
QuickLaunch can be integrated with Google’s Data Loss Prevention API to handle PII, PCI and sensitive data to inspect, mask, and redact data as needed.
Can we not store any PII in QuickLaunch/GCP?
Yes, in the agent settings, you can disable the logging of interactions in QuickLaunch/GCP. By disabling this feature, no PII data will be stored in QuickLaunch/GCP.