Key Concepts

Understanding these key concepts will help you get the most out of Goldilocks.

Core Concepts

RAG (Retrieval-Augmented Generation)

RAG is the technology that powers Goldilocks. When a customer asks a question:

1. Retrieval - Goldilocks searches your knowledge base for relevant content
2. Augmentation - The relevant content is added to the AI's context
3. Generation - The AI generates a response based on your actual content

This ensures responses are grounded in your documentation, not made up.

Embeddings

Embeddings are numerical representations of text that capture meaning. Goldilocks uses embeddings to:

• Find semantically similar content
• Match customer questions to relevant answers
• Understand context beyond keyword matching

Tenants

Goldilocks is a multi-tenant platform. Each tenant (your account) has isolated:

• Knowledge base content
• Personas and settings
• Conversation history
• Analytics data

Knowledge Base Components

Documents

Documents are pieces of content your AI learns from. They can be:

• Manual text entries
• Uploaded files (PDF, DOCX, TXT)
• Crawled web pages

Documents are automatically chunked and embedded for retrieval.

FAQs

FAQs (Frequently Asked Questions) are curated question-answer pairs. They provide:

• Precise answers to common questions
• Higher priority in retrieval than general documents
• Direct control over specific responses

Document Chunks

Long documents are split into smaller chunks for better retrieval. Each chunk:

• Contains approximately 400 characters
• Has slight overlap with adjacent chunks for context
• Gets its own embedding for search

AI Configuration

Personas

Personas are AI agent configurations that define:

• Tone - How the AI communicates (friendly, professional, etc.)
• Behavior - Response length, escalation threshold
• Instructions - Custom rules and knowledge

You can have multiple personas for different use cases.

Custom Instructions

Custom instructions are additional guidance you provide to the AI:

• Business-specific rules
• Tone guidance
• Topics to avoid
• Special handling instructions

Workflows

Workflows are automated actions triggered during conversations:

• Webhooks - Send data to external systems
• Escalation - Hand off to human support
• Tags - Automatically categorize conversations

Analytics Concepts

Conversation Stats

Each conversation tracks:

• Status - Active, ended, dormant
• Duration - Time from first to last message
• Outcome - Resolved, escalated, unknown

Signals

Signals categorize conversations by topic or intent:

• Help identify common issues
• Track trends over time
• Inform content improvements

Rundowns

Rundowns are AI-generated summaries of recent conversations:

• Daily, weekly, or monthly frequency
• Highlight trends and issues
• Suggest actions to improve support

Widget Concepts

Embed Code

The embed code is a JavaScript snippet that loads the Goldilocks widget on your website. It includes your API key and configuration.

Customer Context

Customer context is data passed to the widget about the current user:

• Customer ID for memory persistence
• Custom attributes for personalization
• Session information

Escalation

Escalation is the process of handing a conversation to human support:

• Can be triggered by the AI, customer, or workflow
• Sends conversation transcript via email
• Includes contact form for customer details