FAQ
How do I enable the Billie Conversational UI in Aria Customer Care Portal?
A: Providing you are administrator, you can follow the outlined instructions on the User Setup Instructions page.
Why am I unable to access Billie Conversational UI?
A: There are several possible reasons you cannot access Billie Conversational UI. The most common are:
- The Aria Instance has not been enabled with Aria Billie.
- Aria Customer Care Portal has not been enabled on this Aria Instance.
- The Role you are using has not been 'Billie Enabled.'
Please contact your system administrator in the first instance or contact Aria via your normal method of communication.
Why is the 'Chat with Billie' button disabled/grayed out?
A: There are several possible reasons the 'Chat will Billie' button is disabled or grayed out. The most common are:
- The Aria Instance has not been enabled with Aria Billie.
- The Role you are using has not been 'Billie Enabled.'
Please contact your system administrator in the first instance or contact Aria via your normal method of communication.
Is the Billie Conversational UI available in Aria Billing Cloud’s standard UI?
A: No, Aria Billie CUI is only available via the Aria Customer Care Portal UI.
Does Aria limit the number of users who can access the Billie Conversational UI?
A: No, there is no limit; but, user access to Aria Billie is controlled via User Roles. Please note that Aria Billie is an Add-On Service and is metered by “Conversations and Interactions.”
Billie Does not understand my question. Is there a way to teach it how to respond?
A: Try rephrasing your question and/or clarifying your question based on Billie’s response. Please also check to see if it is something that Billie does not yet understand.
Is there a way to reset/restart a conversation?
A: Yes—type “/” to open the Slash menu and select /new_conversation. This will clear the prior conversation. It is a good practice to do this after a "Conversation has reached the conclusion."
How do I provide Feedback?
A: At the moment there is a simple {thumbs_up}/{thumbs_down}. Aria will augment this in the future with an input for additional text as part of the feedback. You can always make a suggestion via the Aria Systems Support Portal.
How do I request/recommend a new skill to be learnt by Billie?
A: Either through your Aria Representative or directly via the Aria Systems Support Portal.
What if the response to the question is wrong or inaccurate? Can it be corrected?
A: Firstly, you should always verify information provided by any AI Assistant before acting upon it because, occasionally, AI responses may contain inaccuracies. You should double-check information independently. Secondly, Aria is interested in improving responses: we would welcome feedback when you see inaccuracies so we can look to see how we could improve or correct such responses.
The response indicates that I do not have permission to access the information requested. Why is that?
A: Billie has guardrails that align to your current role and, therefore, the access permissions associated to it. For example, if your role limits the Accounts you can view, then Billie will also be limited to answer questions on those accounts only.
The response seems to take a long time. Why is that?
A: This may depend on the complexity of the question, but you will see the progress of the request in the conversational UI. We also have a 2-minute timeout to ensure the response is completed in a timely manner. If you see this on a continual basis:
- try simplifying the question,
- use the “/” menu and select one of the pre-defined questions, and
- check that the Billie Connect Service is available (look to see if the Chat with Billie button is gray)