Chat AI - Frequently Asked Questions (FAQ)

This document provides quick answers to the most common questions about Chili Piper’s Chat AI. Whether you’re looking for guidance, tips, or best practices, you should find clear and actionable information here to help you get the most out of your AI experience.

1. What LLM powers Chat AI?
   OpenAI GPT-4.1 Turbo with Chili Piper-specific layers for routing logic, personalization, and guardrails.
    

2. Can we customize what it says?

   Yes. You control:

   1. Tone, name, and icon
   2. Strategies (what actions are triggered)
   3. Guidances (what it can/can’t say)
   4. Which KB content is included/excluded
       

3.  How does Chat AI learn our product and messaging?

   By ingesting your public site pages, gated assets (if uploaded), and any documentation you choose. You can exclude specific pages and add private content manually.
    

4. Can it handle multiple product lines or brands?

   Yes, you can create separate Journeys, Strategies, and Guidances for different segments, pages, or brands, all tied to the same Chat AI instance.
    

5. Does Chat AI replace live chat reps?

   Yes, It can run AI-only or AI + Live Chat. AI-only is faster to launch and lower effort; AI + Live Chat can escalate complex or high-value conversations to a human in real time.
    

6. How accurate is the AI?

   Accuracy depends on the quality and relevance of the Knowledge Base content, plus well-crafted Strategies and Guidances. You can refine outputs through the Testing tab at any time.

   Note that every LLM, including OpenAI, has some risk of hallucination (providing the wrong answer inaccurately - it’s important to set this expectation with those who inquire about this)
    

7. Chat AI can detect another strategy mid-strategy and switch?

   Yes, this can happen at any point.
    

8. If your email is asked for in one strategy and you move to another strategy, does Chat AI ask for your email again?

   No, Chat AI is context-aware, so it does not attempt to capture the same information more than once in a session.
    

9. After booking a meeting, there is no option to continue chatting with Chat AI (no text box). How do we ensure there are no dead ends?

   This is supported by adding a navigate to node linking back to the Chat AI node; the context-aware implementation allows the conversation to continue with prior knowledge of the conversation.