Introduction to QuickRead

• What is QuickRead?
• What are the benefits of QuickRead?
• How does QuickRead work?

What is QuickRead?

QuickRead is an AI capability powered by Whatfix that provides summarized answers to your end users' search queries within the Self Help widget.

QuickRead uses information from the support content created on Whatfix and the crawled content from any repositories that may have been integrated.

The responses provided by QuickRead include links, called Sources, that direct you to the source of information, wherever possible.

What are the benefits of QuickRead?

QuickRead offers the following benefits:

• For end users:
  • It significantly reduces search time and improves the productivity of end users.
  • It provides faster contextual help for the end user.
  • It reduces the cognitive load of end users by providing concise and relevant information.
• For content creators:
  • It enables content creators to improve the quality of their help content based on end users' feedback on the generated responses.
  • It enhances the end-user adoption of the content created by the content creators.

How does QuickRead work?

QuickRead uses Large Language Models (LLMs) on Whatfix content and aggregated content to generate responses to end users' queries. Once enabled for an account and pushed into Production, QuickRead provides responses for any end-user query that contains more than one word, provided relevant content is available.

Once QuickRead is enabled, all Self Help segments on your Dashboard will have QuickRead. QuickRead generates its responses using the information within the content in a Self Help segment's search scope. It further filters information based on the role tags attached to your content. Information within content that contains role tags is not shown to end users who do not have the correct roles.

Onboarding Experience

When end users first open Self Help after QuickRead is enabled, an interactive tooltip is displayed on the search bar to prompt users to try QuickRead.

On clicking Show me, a question based on the content in the Self Help segment, or its search scope, is automatically searched. QuickRead then responds to that question. The question can vary from one end user to another. The role of the end user is considered while choosing the question.

On clicking No thanks, the tooltip disappears. It is shown a maximum of 2 times.

Feedback

End users can provide feedback by giving a thumbs-up or a thumbs-down based on the relevance of the response.

If the end user gives a thumbs down on a QuickRead response, they have the option to comment on why they gave a thumbs-down feedback.

Analytics

Whatfix enables users to view analytics based on end-user feedback and engagement. For more information, see QuickRead Analytics.