ChatFactory AI FAQ

Welcome to the ChatFactory AI FAQ! This article explains what ChatFactory is, key use cases, and answers to common questions.

Don’t see the answer to your question here? Please send it to your CSM. We will add new questions and answers to this FAQ over time. 

General Information

What is ChatFactory?

ChatFactory is an AI buying agent that rescues B2B buyers from the pain of navigating confusing and complicated vendor websites and irrelevant content experiences to conduct purchasing research. Buyers want self-service control when researching brands and their solutions.

Using the combined power of generative AI, traditional AI, and your content together, ChatFactory delivers a new type of buying experience that enables buyers to self-educate through a conversation engine and content recommendations. Buyers can also  save content for future visits and auto-generate their own microsites that summarize their conversations and saved content.

What are the key B2B marketing use cases for ChatFactory AI? 

Here are some of the key ways B2B marketers can use ChatFactory to increase marketing performance, buyer engagement, and sales effectiveness: 

  1. Website Agent
    Solve website bloat with a buying agent that gives visitors AI-generated answers, content recommendations and auto-generated microsites in an easy-to-use, self-service experience.
  2. Resource Center Co-Pilot
    Stop making your audiences search, sort and sift through mounds of resource center content, Instead,  easily and quickly train a ChatFactory agent using your resource center content. It can then answer buyer questions in a conversation interface and provide contextual AI-generated asset recommendations.
  3. Personalized ABM and Buying Group Agents
    Send a target account or buying group to a custom agent experience.  You can even use private assets that are specific to that account – like discovery docs, contracts, and more – to train your conversation and content recommendation AI engines. Everything stays private and secure within that account’s agent experience. This is a strong use case for tier 1 or strategic accounts.
  4. Sales Content Discovery 
    Use the ChatFactory agent as a real-time enablement tool for BDRs and sellers that provides them with fast and easy access to copy, content recommendations, and microsites for effective outreach.
  5. A New Take on the CTA Landing Page
    The traditional landing page is a dinosaur. Send your buyers from any CTA to a custom AI buying agent experience that can give them a completely 1:1 personalized conversation, content recommendations, and microsite experience. 
  6. Content Strategy Insights
    You can review buyer conversations and asset engagement in ChatFactory Analytics to see how well your content aligns to and answers audience questions based on an AI confidence score and user ratings on conversation responses. Leverage the insights to identify content gaps and new content you should create. 

Content Management

Where does ChatFactory source its answers?

ChatFactory sources its answers from analyzing your content. You can control which content is used for responses by creating Collections in the PathFactory Content Library. Different Collections can be used to train the conversation engine and the content recommendation engine in an agent experience. You can also create different agents aligned to different use case needs. 

Can I customize ChatFactory to align with our brand?

ChatFactory is highly configurable and you can set it up to reflect your brand guidelines. Widgets, layout,  images, copy, and form behaviors are all highly configurable.  

Are the responses and recommendations confined to pre-existing content?

Yes, all AI conversation responses and content recommendations are derived from the assets within the Collections being used to train the buyer agent. You can use different Collections to train your conversation and content recommendation engines if desired or have them use the same Collection. This may be beneficial in instances where you have documents that would be helpful to train your conversation engine on to fuel response availability and accuracy for certain questions, but they are not files you would want to surface to visitors as packaged assets for consumption and download.

AI Security and Data Handling

Is the AI technology behind PathFactory proprietary?

Yes, PathFactory’s AI technology is proprietary and developed in-house, ensuring unique and tailored functionalities that integrate securely and seamlessly with business operations.

Does PathFactory incorporate third-party AI services?

PathFactory uses a combination of proprietary core AI capabilities and generative AI third party services, as described below.

  • Core AI is used for recommendations, matching, tagging, and other functions that are an intrinsic part of ChatFactory, and does not make calls to third-party tools.
  • Generative AI third party tools, like OpenAI, are used to enhance ChatFactory’s generative AI capabilities, enabling more dynamic interactions. 

Note: Although the content in PathFactory’s Content library is shared with third-party AI services (LLMs), no visitor identification or engagement information is shared. In addition, there are contractual safeguards in place to ensure that the content is secure and it is not used to train third party LLMs. 

In summary, while PathFactory primarily relies on its own AI for core functions, it integrates with third-party AI to boost generative capabilities, all while maintaining strict data security and privacy measures.

How does ChatFactory handle customer data with LLMs?

ChatFactory sends content-specific data to third-party large language models (LLMs) like OpenAI for processing, but this data is neither used to train these models nor shared further. Strict contractual measures ensure the security and confidentiality of this data.

What security measures are in place for using PathFactory’s AI?

PathFactory ensures robust data protection through SOC-2 compliance, encryption in transit, and detailed contractual agreements with third-party providers. Data is hosted securely using AWS services, safeguarding against unauthorized access.

How does ChatFactory ensure data privacy and avoid data leaks?

B2B marketers have full control over the data shared with ChatFactory. You can exclude sensitive data from AI interactions, because you control what assets are put into the Collections that serve as the LLMs for your ChatFactory AI agents. If you want to train a ChatFactory agent on a specific solution, for example, you would only put content into the Collection that relates to that solution and is final approved content that is already being used on your website or other programs.   

ChatFactory Implementation

How do I set up ChatFactory?

Setting up ChatFactory involves creating Collections of assets that will act as the LLMs that train your conversation engines and content recommendation engines. You’ll also need to configure organizational settings, and customize interaction elements such as prompts (copy and tone), forms and the  Landing Page layouts you’ll use for the auto-generated microsites that visitors can create based on their ChatFactory interactions.  

The process for setting up ChatFactory is as follows:

  1. Curate a Matching Collection from which ChatFactory will formulate answers to buyer prompts.
  2. Curate a Recommend Collection from which ChatFactory will suggest content assets for the buyer to consume.
  3. Create a base prompt to guide initial buyer interactions.
  4. Configure ChatFactory’s layout.
  5. Set up Cookie Consent.
  6. Select the Landing Page where you want to direct buyers.
  7. Choose a form to capture buyer information.
  8. Adjust icons, colors, text and images to align with your organization’s branding.

What customization options are available for tailoring user interactions?

ChatFactory has highly configurable and flexible settings that give you several options to meet your branding and use case requirements. .You can customize many elements of ChatFactory, including response formats, interaction designs, and content recommendations, to enhance user engagement and experience.

How much content do I need to train and use ChatFactory AI? 

The minimum number of assets you need in a Collection to train a ChatFactory agent will vary based on the use case you want it for. But we have found that 100 assets is the minimum starting point for reaching a proper quality threshold with conversation responses.

How does ChatFactory handle different user sessions and data history?

Each visit and associated conversations during that visit are treated as a session. In future sessions, repeat visitors can access their history to review their past conversations. ChatFactory captures known and anonymous visitor engagement data and uses a third-party intent data integration to match anonymous visitors to accounts where possible. Return visitors can view their previous conversation history; any assets they have saved over multiple sessions will be saved and can be accessed by the visitor in their personal ChatFactory Library.

Updated on June 24, 2024

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