The FAQ feature in SoundHound AI Smart Answering allows you to add critical knowledge in a clear question-and-answer format. By manually providing specific FAQs, you have complete control over how the question is answered—right down to an exact, verbatim response if needed.
This guide will walk you through why brands choose to include FAQs in their knowledge base and how you can leverage them to align with your brand’s needs.
The first step to adding an FAQ is to click on the Plus (+) sign to the right of the FAQ section in your Knowledge Base.
Upon clicking on the + icon, the FAQ window will pop up, allowing you to type in the question and answer with an open text field.
Why Use the FAQ Feature?
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Consistent Brand Messaging
- Control the exact wording of responses to safeguard your brand voice.
- Ensure that announcements, product descriptions, or statements always read precisely as intended.
- Avoid miscommunication or inconsistent messaging, especially for sensitive topics.
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Time-Saving for Repetitive Queries
- Capture common customer inquiries (e.g., “Do you offer discounts?”, “What is your refund policy?”) in one centralized, easily searchable knowledge base.
- Automate responses to repetitive queries, reducing the workload for live agents.
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Regulatory and Legal Compliance
- Use verbatim disclaimers or regulated statements to meet industry or regional legal requirements.
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Enhanced User Experience
- Shorten the time it takes for users to find critical information about your product or service.
- Improve satisfaction and trust by delivering correct, consistent answers across all conversations
Potential Use Cases
Below are a few real-world scenarios illustrating how brands might use the FAQ feature:
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1. Home Services Company
A plumbing, HVAC, or general home repair provider often fields repeated questions about service rates, response times, and emergency protocols. With an FAQ, they can:
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Standardize Pricing & Payment Info
- “What is your base service call fee?”
- “Do you offer financing or payment plans?”
- “What are your emergency service hours?”
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Safety & Compliance Statements
- Offer verbatim disclaimers regarding safety measures, licenses, or insurance coverage requirements.
- Provide steps for pre-visit preparation (e.g., “Clear items away from HVAC units to ensure safe access.”)
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Scheduling & Lead Times
- “How far in advance should I schedule an appointment for non-emergency services?”
- “Can I request a specific technician?”
2. Gym or Fitness Center
Gyms and fitness centers need to manage membership information, class schedules, and often must share legal disclaimers (e.g., health and safety warnings). An FAQ might include:
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Membership & Pricing
- “What are your membership tiers?”
- “How do I freeze or cancel my membership?”
- “Do you offer any student or corporate discounts?”
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Health & Safety Disclaimers
- Provide standardized health disclaimers or liability waivers (e.g., “Please consult a physician before starting any exercise program.”)
- Detail cleaning protocols and guidelines for gym equipment use.
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Class Schedules & Reservations
- “How do I reserve a spot in a class?”
- “Are walk-ins allowed or do I need to book in advance?”
3. Restaurant
From daily specials to allergy notices, a restaurant’s questions can be repetitious and brand-critical. An FAQ setup can deliver:
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Operating Hours & Reservations
- “What are your business hours?”
- “Do you take online reservations or phone only?”
- “How far in advance can reservations be made?”
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Menu & Dietary Restrictions
- Verbatim allergen disclaimers: “Our kitchen processes peanuts, tree nuts…”
- “Do you offer vegetarian, vegan, or gluten-free options?”
- “Can I customize my order?”
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Takeout & Delivery
- “Which third-party delivery services do you partner with?”
- “Do you offer curbside pickup?”
4. Professional Services Company
Law firms, accounting firms, consulting agencies, or marketing agencies regularly handle sensitive information and require precise phrasing. FAQs might cover:
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Services Offered & Service Scope
- “Which areas of law do you practice?” or “What consulting services do you provide?”
- “Do you work with clients nationwide or only within certain states?”
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Legal & Compliance Disclaimers
- Verbatim disclaimers for attorney-client confidentiality, disclaimers on financial advice, or marketing claims.
- “This consultation does not constitute a legal commitment…” or “Past performance is not indicative of future results.”
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Billing & Payment Terms
- “How do you structure your fees? Hourly or project-based?”
- “What payment methods do you accept?”
- “Is a retainer required before work begins?”
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How to Set Up an FAQ
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Identify Your Common Questions
- Gather common queries from support tickets, chat logs, call centers, and website feedback.
- Prioritize the questions that frequently require a precise or regulated response.
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Draft Your Answers
- Write clear, concise, and brand-aligned answers.
- If certain statements need to be verbatim, finalize the exact language in advance (e.g., “Our privacy policy states…”).
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Add to SoundHound AI Smart Answering
- Log in to your admin dashboard.
- Navigate to the “FAQ” section and click “+”
- Enter your question, then the corresponding answer.
- Mark any responses that require verbatim presentation.
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Review & Publish
- Once imported, review each FAQ entry for accuracy, tone, and compliance.
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Maintain & Update Regularly
- Set a schedule to revisit your FAQ content (e.g., quarterly).
- Update answers when policies change, new features release, or compliance rules shift.
FAQs About the FAQ Feature
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Can I force the voice assistant to use the exact phrasing I provide?
Yes, you can. By un-checking the box that says "AI Enhanced" you ensure no paraphrasing is done. -
How do I handle Spanish?
The FAQ entry you have in English will dynamically translate to Spanish. Nothing additional needed. -
What if my FAQ content changes?
You can easily edit any entry within the SoundHound AI Smart Answering dashboard. Updates are typically reflected within seconds. -
Is there a limit to how many FAQ entries I can create?
You don't have a limit, however, it is important to consider information that could potentially conflict or confuse the system. Try and maintain a lean but optimal set of FAQs in order to answer the important questions customers ask about.
Conclusion
The FAQ feature in SoundHound AI Smart Answering is a powerful tool for crafting consistent, compliant, and brand-aligned responses. Whether you need to provide detailed product descriptions, legal disclaimers, or common troubleshooting instructions, creating a robust FAQ section ensures that users receive accurate and on-brand information every time.
For more guidance on best practices, compliance considerations, or technical setup, explore the additional resources or reach out to our support team.