When a visitor opens the chat, message.ai retrieves the top three KB articles relevant to the page they are on and to their first message. The articles appear as inline suggestions in the chat.
Click-through tracking
When the visitor clicks an article, we count a deflection. Your weekly AI report shows total deflections, deflection rate, and which articles are doing the heavy lifting.
Search ranking
We use the same hybrid retrieval (keyword plus semantic embeddings plus a reranker) for in-chat suggestions and KB search. Synonyms and misspellings handled automatically.