Conversation AI

Welcome to the future of engaging and efficient business interactions! Our Conversation AI is here to transform how you engage with customers and streamline appointment bookings. Let’s explore this feature and how it simplifies communication.

Introducing Conversation AI

This feature is designed to revolutionize business interactions by enhancing engagement and facilitating faster, more efficient appointment bookings. The Conversation AI operates in a suggestive mode, offering up to three response suggestions for user queries in SMS, Facebook, or Instagram conversations.

Improvements to Conversation AI

AI-Enhanced Name Capture in Live Chats: The bot will capture and update contact names during live chat conversations. The AI automatically recognizes and updates the contact information if a contact mentions their name during the interaction.

For example, if someone says, “Hi, this is Priya,” the AI will detect “Priya” as the contact’s name and update the record accordingly.

Query Detection Flow: The Query Detection Flow is designed to enhance the capability of conversation AI to identify context and extract specific questions from conversations, improving its ability to provide accurate and helpful responses. By analyzing up to five preceding messages in a conversation, it better understands customer needs for support or appointments. This feature operates automatically, enhancing AI training without requiring manual input.

How to Activate the Feature

Select the Bot Type

Follow these simple steps to enable this feature:

Navigate to Settings, then Conversation AI
Under Conversation AI Bot, Select “Create Bot”

Supported Conversation Channels

The bot currently supports the following communication channels:

SMS
Facebook
Instagram
Web Chat (SMS Chat)
Live Chat
Google Business Profile (GBP)
WhatsApp

Note: WhatsApp integration must be properly set up and active in your account to use this channel.

Step 1: Bot Setting

Under Bot Settings, set up your preferences:

Suggestive Mode:

This feature provides assistance, information, and conversational support when switched on.
Whenever you click on the “Type a Message” box on the Conversations page, the bot will suggest up to three responses, offering a seamless communication experience.
The bot will ask questions to determine the services the contact is looking for, where they wish to receive these services, and whether they are willing to book an appointment. The bot will send the booking link once all the questions are answered positively.

The Auto-Pilot Mode:

It enables you to respond to leads and conversations instantly at any time of the day or night.
Auto-pilot is available for the following channels: SMS, Facebook, Instagram, Chat widget, live chat, and Whatsapp. The channels can be configured in the Bot Settings tab.

Every Auto-pilot Bot’s message will contain Thumbs up and Thumbs down to provide feedback, add FAQs, and train the bot.
A timer will be displayed for a contact within the conversation box whenever the auto-pilot is activated, and an inbound message is received indicating that the bot is replying to that conversation.
Sleep Time Limit: You can set the sleep time for up to 48 hours, allowing for more extended periods of inactivity as needed.

Option to Disable Sleep: For those requiring continuous operation, we’ve added the option to turn off the sleep functionality completely. This ensures that the AI Bot is always ready to engage without interruptions.
Add the supported channels you want to use for the AI bot

Configure the advanced settings as needed

Step 2: Bot Training

Bot training equips the Conversation AI Bot with the knowledge and capabilities it needs to interact intelligently with users. This involves teaching the bot to understand user queries and respond accurately, either by inputting data manually or by letting the bot crawl web content.

A well-trained bot can enhance customer support, streamline information retrieval, and improve user experiences.

Regularly updating and refining a bot’s training ensures it stays up-to-date, adapts to changing user needs, and consistently delivers high-quality assistance.

Conversing with your Bot

In this window, you have the option to play with the bot by having a conversation. With this feature, you can train the bot, by giving a thumbs up or down depending on the question.

WebCrawler Training for SPAs

The AI bot can crawl and train using dynamic content from single-page applications (SPAs), ensuring it can handle JavaScript-based content effectively. This allows the bot to gather information from SPAs accurately, improving its ability to respond to user queries.

With the Exact URL method, the bot will crawl the URL provided and train itself based on the information it finds there.

Enter the URL you want to crawl and hit “Get Data.”

All URLs in this Domain

If you want to train your bot with a broader range of information from a specific domain, you can choose the “All URLs in this Domain” option. The bot will crawl all the pages and links on the specified domain and provide you with the option to select which pages to train from.

Choose the option “All URLs in this domain.”
Enter the URL and hit “Get Data.”
Wait for the pages to load, and then you’ll be presented with a list of available URLs.

Choose the pages that will be relevant to training the bot and hit “Train Bot.”
All URLs with this Path
- The bot will crawl all pages on the provided URL and allow you to select which pages to train from, based on the existence of the specified path in the page URL
Choose the option “All URLs with this Path.”
Enter the URL and hit “Get Data.”
Wait for the pages to load, and then you’ll be presented with a list of available URLs.
Choose the pages that will be relevant to training the bot and hit “Train Bot.”

The URL will have one of these 2 statuses:
Trained - The bot successfully learned from this URL. The “Last data refreshed at” date-time is also visible which can be used to identify if a fresh data refresh is required for that specific URL
Failed - The bot failed to train for this URL. You can either refresh and try again or delete the URL

Training Visibility for AI Conversations

This allows businesses to manage better the training data used by their AI-driven conversation assistants. When training these assistants using websites or documents, users can view the exact data captured during the process. This ensures more accurate responses by allowing businesses to review and edit the scraped information as needed.

How to Use:
After initiating training with a URL or document, wait until the training process is completed. A new icon will appear, allowing you to view and modify the captured data. If adjustments are needed, simply edit the content directly from this view.

Special Requirements:

The URL must be fully accessible for the crawler to retrieve data.
Ensure that the content is relevant and up-to-date to enhance AI performance.

Step 3: Bot Goals

In the Bot Goals tab, you can find the Prompt section, where you can add or modify AI prompts based on your specific objectives.

For each goal you set, a new bot and a corresponding prompt must be created. If you’re configuring a prompt for a new goal, you’ll need to create a new bot and customize its prompt within the Bot Goals section.

Sub-Features in Bot Goals

Bot Goals include three key sub-features:

1- Appointment Booking – Pick a calendar for your booking link. This ensures that your contacts receive the correct booking and scheduling information.

2- Trigger a Workflow – This feature allows users to automate specific actions by linking workflows within the AI conversation. When a defined condition is met during a customer interaction, the AI bot automatically triggers the selected workflow.

3- Add Contact Info – The Add Contact Info feature allows users to easily add contact information, such as name, phone number, email, and more, directly from the AI conversation.

This feature only updates the empty fields in contact information.
Contact’s email and phone are automatically updated so this action is not required for adding or updating email or phone.
After saving contact info, explicitly ask the customer for their contact details in the bot’s prompt. If this instruction isn’t included in the prompt, the bot will not ask for the required information, and the contact field won’t be updated.

4- Stop Bot Action – The Stop Bot Action feature enables businesses to automatically halt AI bot responses when specific conditions are met. This helps prevent unnecessary messages, ensuring a smoother and more efficient customer experience. Users can define clear trigger conditions, set a final message to close the conversation and configure a reactivation timer for future engagement.

5-Transfer Bot Action - The Transfer Bot Action allows smooth transitions between bots based on user intents or conditions, streamlining workflows and improving user experience. To use, define a trigger (e.g., specific phrases), and ensure both bots are active on the same channel in Auto Pilot mode.

6- Auto Followup: This action enables your conversational bot to automatically re-engage contacts who go inactive, request a later response, or indicate they’re temporarily unavailable.

Note: Follow-ups won’t be sent if the bot is inactive or working hours are outside the set range.

Manage URLs:

Bulk Actions: Select URLs in bulk to delete or refresh them if needed.

Search Function: Use the search function to find specific URLs by entering keywords.

Bot Management with Quick Actions

The Quick Action Buttons in the Bot Menu simplify bot management by enabling users to easily edit, delete, duplicate, or set bots as primary.

Edit Bot: Modify the bot’s settings and configurations to meet your needs.
Delete Bot: Remove a bot permanently, ensuring it’s no longer accessible.
Duplicate Bot: Create a copy of the bot with identical settings, named “Copy - [Original Bot Name]” and set it to “off.”
Set as Primary: Designate the bot as the primary option for streamlined workflows.

Use Cases

Customer Support: Automate responses to common inquiries and guide users through troubleshooting steps.
Lead Generation: Collect and qualify leads by asking relevant questions and storing responses for follow-up.
Appointment Booking: Tailor the bot’s personality and instructions to book appointments and provide personalized customer interactions.

FAQ’s

1. What is the purpose of the Conversation AI feature?

The Conversation AI feature enhances customer engagement by providing intelligent, automated responses during conversations. It helps businesses manage inquiries, schedule appointments, and guide potential leads smoothly across various channels like SMS, Facebook, and Instagram.

2. How does the suggestive mode work in the Conversation AI?

The suggestive mode offers up to three response suggestions whenever you click on the “Type a Message” box on the Conversations page. These suggestions help streamline communication by providing relevant and quick options for responding to customer queries.

3. How do I activate the auto-pilot mode for the AI bot?

You can enable the auto-pilot mode by going to the Bot Settings under the Conversation AI settings. Configure the bot for SMS, Facebook, and Instagram channels to ensure the bot responds instantly at any time, day or night.

4. Can the AI bot capture and update contact names during chats?

Yes, the AI bot is capable of capturing and updating contact names during live chat conversations. For example, if a user mentions their name, such as “Hi, this is Priya,” the bot will automatically update the contact record with that name.

5. How does the extended sleep time limit feature work?

The extended sleep time limit allows you to set the AI bot’s inactivity period for up to 48 hours. This is useful for businesses needing longer periods of inactivity between responses. You can also disable sleep mode entirely if you need continuous operation.

6. What are the different training options for the AI bot using URLs?

You can train the AI bot using three URL options:

Exact URL: Crawl a specific URL for data.
All URLs in this Domain: Crawl an entire domain and select which pages to train from.
All URLs with this Path: Crawl all URLs within a path and choose relevant pages for training.

7. How can the bot be trained for better performance?

You can train the bot by providing relevant URLs or documents. It can also be trained using web crawlers for Single-Page Applications (SPAs) to ensure it captures dynamic content. Regular updates and reviews of training data ensure the bot remains effective and accurate.