The Conversation AI is a sophisticated feature designed to enhance customer communication, automate appointment scheduling, and capture contact information. It operates primarily in two modes: Suggestive and Auto-Pilot, offering flexible engagement options based on your business needs.
Before you begin, ensure that Conversation AI is activated. To access it, navigate to the "Settings" tab and select "Conversation AI." Within Conversation AI, you can edit an already existing bot or create a new bot. In this article, we will be working with an existing bot.
Give your bot a distinctive name to personalize interactions and maintain brand consistency.
Within the "Bot Status" segment for Conversation AI, you are presented with three unique modes to select from:
Off: This feature completely switches off the Conversation AI. While you can modify settings and particulars, the AI will cease engaging with your customers.
Suggestive: In this mode, Conversation AI serves as a helpful tool within the chat interface by offering potential responses to customer queries. You can send these suggestions as they are, make changes before dispatching them, or bypass the suggestions altogether.
Auto-Pilot: This mode empowers Conversation AI to autonomously dispatch messages to your customers, enhancing customer engagement and boosting response speed. If a message comes in, the system strategically waits for 2 minutes before engaging the GPT API, allowing for the possibility of receiving multiple messages. It functions independently, facilitating effortless communication without the need for manual oversight.
This section allows you to pick the platforms on which Conversation AI will operate. Here are the currently supported channels:
Instagram: Conversation AI can reply to direct messages on your company's Instagram account.
Facebook: Enable Conversation AI to communicate with clients via your company's Facebook page or Messenger.
SMS: This allows for automated replies to text messages from your clients.
Chat Widget (SMS Chat): Keeps your live chat active around the clock, even when your team is offline.
Live chat: Keep the 24/7 chat active even when your team is not available by having the Conversation AI reply for you.
WhatsApp: Automates customer interactions on WhatsApp, ensuring timely responses.
By choosing these channels, you are ensuring that your clients receive quick, automated responses regardless of the platform they use to reach out to you.
In the Advanced Settings section, you can fine-tune the bot’s behaviour, such as setting the Business Name.
This mode allows the bot to operate independently, handling customer inquiries, booking appointments, and even triggering workflows without human intervention.
Web Crawler: This section allows you to input a domain name, enabling the bot to crawl all URLs within that domain and fetch data.
Uploaded Links: In this dropdown, you can customise the bot's responses by including frequently asked questions (FAQs) and their corresponding answers. This section is crucial for training the bot to handle missing information or incomplete questions.
Customise Bot Responses: Utilise the + Add Q & A button to include commonly asked questions (FAQs) and their answers. This helps in educating the bot to manage inquiries efficiently.
Here, you can try out the bot and interact with it to get a feel for how it will interact with your customers. You can also write a message and get a response from your bot. If you don't like the way it answers, click on the thumbs down to change how the bot will respond in the future.
Here, you can define the bot's primary purpose by setting up the Personality, Intent, and Additional information. You can edit Prompt, personalise the bot as much as you want, and include Custom Value, specific responses, and tidbits of information you want the bot to use.
Personality: Customise the tone and style of the bot’s responses to match your brand voice. This will also clarify the things the bot can or cannot do, ensuring transparency.
Intent: Specify the key objectives the bot should focus on, such as lead generation or customer support.
Additional Information: Provide guidelines for the bot, including any extra details or context to improve its performance.
Appointment Booking: Enable the bot to schedule appointments directly from the chat interface. You can have the bot do the full booking or check the box to limit the bot to only sending the calendar link.
Trigger a Workflow: Set up the bot to initiate specific workflows based on customer interactions.
Add Contact Info: Allow the bot to collect and store customer contact information for follow-ups.
Use the Conversation AI feature to enhance customer communication, automate repetitive tasks, and ensure timely responses across multiple platforms. By customising its settings and training it effectively, you can create a seamless and efficient experience for both your team and your customers.
Q: Does Conversation AI offer available appointment slots?
A: Conversation AI doesn't directly offer available appointment slots, especially in Auto-Pilot Mode. Instead, it directs customers to a booking link where they can select their desired slots.
Q: Is every user able to access Auto-Pilot mode?
A: Auto-Pilot Mode is currently in a private beta phase. It is only accessible to a chosen group of users who are participating in tests and providing feedback. It isn't widely available to all users at present.
Q: What advantages does Suggestive Mode offer?
A: Real-time suggestions generated by AI.
Q: Can I utilise Conversation AI on numerous messaging platforms?
A: Absolutely, Conversation AI can be incorporated into a variety of active channels, such as SMS, Google My Business (GMB), Facebook (FB), and Instagram (IG). This allows you to deliver AI-driven responses across multiple platforms.
Q: How does Conversation AI deal with responses that are out of context?
A: Conversation AI is engineered to adhere to specific conditions for start, sleep, and end states, including managing out-of-context responses. The system leverages the last ten (10) conversations or up to an 800-word limit to ensure contextually appropriate responses.
