What is Sprout Concierge?
Sprout Concierge (Serge) is a generative AI chatbot that answers employee inquiries related to internal company documents specific to an organization (e.g. employee handbook, company profile, culture, policies, processes, training materials). Think ChatGPT, but trained to assist employees regarding their organization’s business rules.
What is the SAIL platform?
Sprout Concierge is bundled with the SAIL platform (from Sprout AI Labs), which is an AI platform that enables users to create, design, train, and test their own version of Sprout Concierge.
How is Sprout Concierge different from HR Concierge or Sprout Advocate?
Sprout Concierge (Serge) is just a rebrand of HR Concierge or Sprout Advocate (Aiah). They are still the same bot!
Why do I need the bot?
Having a Q&A bot can help offload answering basic repetitive inquiries that can’t be handled by your HR admins, especially if they’re receiving a high volume of questions. Instead of employees browsing through multiple documents or sending messages to different people, they can go straight to the bot to find answers in the fastest way possible. This way, HR admins could also focus on more complex issues to resolve.
How does the bot work?
Simply type in your question or chat with the bot, and it will give answers to your queries in seconds. Its answers will be based on the company documents you will provide.
How will the bot get access to our internal documents?
Once you decide to get onboard, we will get in touch with you to give you access to the SAIL platform. You can then add knowledge or upload your documents directly to the platform to power your own Sprout Concierge bot!
Will changes take effect in real-time if I modify an old document and upload it?
Yes, the bot should be able to respond in real-time after uploading a new document. However, deleting the old document is crucial to avoid conflicts on the information. This process might take a few minutes, depending on the size and number of documents to be deleted.
On the other hand, if you’re making changes to a live web page, you will need to import the web page again for the bot to be trained on the changes. Retrieving from web pages is not real-time.
Can I feed any type of document to the bot?
We recommend that you upload documents specifically beneficial for your organization. Here are some best practices that you can follow in organizing the content of your documents: KB Article - Document Cleanup Best Practices
We also support website links, so it’s easier to train your bots.
What are the restrictions in uploading documents?
- Files should be in PDF, DOCX, PPTX, or HTML format.
- Note: Old versions of DOC or PPT will not work. Please convert them to DOCX or PPTX.
- Files should not be password-protected.
- File content should be typewritten (editable text that can be copied and pasted, not scanned).
- Note: Images will be disregarded.
- Max file size for each batch upload should be 50 MB.
What are the restrictions in importing website links?
- Links should be in the following formats:
- Document URL (PDF, DOCX, PPTX)
- Example: https://example.com/file.pdf
- Website URL
- Example: https://example.com/page
- Public Google Drive URL (PDF, Docs, Slides)
- Document URL (PDF, DOCX, PPTX)
- The whole website will not be imported. Only individual web pages will be retrieved.
If a URL is not supported, please let us know by submitting your feedback.
Will my company data be secured?
Absolutely! Sprout takes data privacy (DP) and information security (IS) seriously. On top of Sprout being ISO/IEC 27001:2013 certified, we are partnered with Microsoft Azure in delivering the SAIL platform and Sprout Concierge to you, taking into account these security and privacy requirements:
- Azure meets a broad set of international and industry-specific compliance standards, such as General Data Protection Regulation (GDPR), ISO 27001, HIPAA, FedRAMP, SOC 1 and SOC 2, as well as country-specific standards, including Australia IRAP, UK G-Cloud, and Singapore MTCS.
- Azure is subject to rigorous independent third-party audits to verify compliance and conformance with standards laws and regulations.
Learn more about Sprout’s security features, and Microsoft Azure’s compliance, data privacy and security.
How do I activate the bot?
First, your organization needs to be on Sprout HR or Mobile. If you are using Sprout HR, Single Sign-On (SSO) Mode should be enabled. Please contact experts@sprout.ph or your customer success manager to enable SSO for your organization.
Once SSO is already enabled, inform your CSM to submit a Change Request Form (CRF) for your bot to be activated and indicate the bot ID of your bot.
See more details below on the eligibility of activation:
| Sprout HR | Sprout Mobile | Eligible for Activation? |
| ✔️ | ✔️ | Yes |
| ✔️ | ❌ | Yes |
| ❌ | ✔️ | No, we would have to activate the bot on both web and mobile |
The bot is also supported in Sprout HR Lite.
Who will have access to the bot?
Only employees within your organization should be able to access the bot as documents uploaded are also confidential and specific to your organization. Logging in to Sprout HR or Mobile is required before accessing it.
Can I activate the bot for certain users only?
No, because the bot is intended to be activated to all employees of the company; for everyone’s use, similar to Sprout Pulse.
How do I access multiple bots if I’m a super admin handling multiple companies?
If you’re a super admin handling multiple companies, you will only be able to view and access the bot of the company you’re assigned to within Sprout HR. However, if you’re an admin in the SAIL platform, you may directly access all bots there.
Can I change the persona of the bot to be on-brand?
Yes! You may choose from the predefined list that we have or create your own persona. However, sometimes the persona only takes effect in greetings and small talk. This is to ensure that the persona prompt will not be in conflict with retrieving answers from the knowledge sources.
What are the limitations of the bot?
Please refer to the Sprout Concierge transparency page.
Is the bot capable of handling multi-turn conversations?
Yes! The bot retains context; meaning, it has the ability to understand follow-up questions pertaining a user’s initial question.
Can I Whitelabel the bot?
No, the Sprout Concierge branding cannot be modified. However, you may change its persona to cater to your company’s brand.
How do I report issues about the bot?
You may leave feedback in two (2) ways:
- Answer feedback - Click the 👍 or 👎 buttons on an answer. If the bot is giving inaccurate answers, please click the 👎 button, and enter your comments.
- General feedback - Click Share your opinion on the top banner and report any issue or comment regarding your overall experience.
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