Overview
Presenting the groundbreaking Conversation AI from our CRM. Harness the power of our AI-driven automation to enhance your customer engagements. The Conversation AI is a sophisticated feature that uses AI technologies to improve customer communication and automate the scheduling of appointments. It primarily operates in two modes;
Suggestive Mode
In this particular mode, the AI creates predictive text suggestions in real time to aid users in answering customer messages. These suggestions pop up as an option, giving users the flexibility to either transmit the AI-proposed message as it is, modify it prior to sending, or reject the suggestion and compose the message manually.
Auto-Pilot Mode
This mode employs cutting-edge AI to provide automated responses to incoming messages, effectively guiding customers towards scheduling appointments. 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.
Bot Settings
Before you begin utilizing these features, ensure they are activated in a sub-account. Once done, navigate to the 'Conversation AI' located under the 'Settings' tab.
Preferences
Within the "Preferences" 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 still modify settings and particulars, the AI will cease to engage 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 have the option to send these suggestions as they are, make changes before dispatching them, or bypass the suggestions altogether.
Auto-Reply
This mode empowers Conversation AI to autonomously dispatch messages to your customers, enhancing customer engagement and boosting response speed. It functions independently, facilitating effortless communication without the need for manual oversight.
Supported Channels
The "Supported Channels" section allows you to pick the platforms on which Conversation AI will operate. Here are the currently supported channels:
- SMS: This allows for automated replies to text messages from your clients.
- Facebook: Enable Conversation AI to communicate with clients via your company's Facebook page or Messenger.
- Instagram: Conversation AI can reply to direct messages on your company's Instagram account.
- Google My Business: Allows Conversation AI to interact with customers who contact your business through Google's messaging service.
- Chat Widget (SMS Chat):
- Live chat: Keep the 24/7 chat active even when your team is not available by having the Conversation AI reply for you.
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.
Bot Trial
Here you can take the Bot for a spin, and interact with it to get a feeling of how it will interact with your customers. Here you can write a message and get a response back 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.
Bot Training
This is where you can train your bot on how to respond. The web crawler allows you to add links for things like your website so the bot can learn to react like you when adding the link you can select to use only that exact one, all with the same path, or all from the same domain.
In the "Customize Bot Responses" area, you can utilize the "+ Add Q & A" button to include commonly asked questions (FAQs) and their answers. This helps in educating the bot to manage inquiries efficiently.
Configure Intents
Set the mood for all conversations your bot will handle by clicking on Edit Prompt, things like the personality or tone of the responses are managed here. Make sure to include all the important information about your business, who it is addressing, and the rules you want it to follow so the bot can learn who it is and how to meet the goals it should help you achieve. 
Once you click Edit Prompt you can personalize the bot as much as you want, you can include Custom Value, specific responses and tidbits of information you want the bot to use if you don't like the end result simply click Reset to Default so you can start over again. The order for the information should be:
- Who the bot is and things it can and can't do
- The goal the bot should accomplish
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The rules the bot has to follow, conversation guidelines, extra information, and any examples you'd like to provide.
The system also offers templates with predetermined prompts designed to make customization easier. To select the one you want to use open the Templates drop-down menu. The three predetermined options available are:
- Persuasive and Empathetic (Appointment Booking Intent)
- Qualification and Booking (Appointment Booking Intent)
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Informal Support (Support and General QnA Intent)
Appointment Booking
When enabled this will allow the Conversation AI to help your customers book appointments with you. You can have the bot do the full booking or check the box to limit the bot to only sending the calendar link.
Pick a Calendar
In the "Appointment Booking" segment, you are prompted to choose a calendar from your CRM. Selecting a particular calendar automatically earmarks the corresponding scheduling link. This link is subsequently utilized in the bot's responses, allowing customers to schedule appointments. This facilitates smooth integration of your CRM's scheduling functionalities with the automated customer engagement of the Conversation AI.
FAQs
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 choose their desired slots from the options available.
Q: Is every user able to access Auto-Pilot mode?
A: Currently, Auto-Pilot Mode is in a private beta phase and only accessible to a chosen group of users who are partaking 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 utilize 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, which includes managing out-of-context responses. The system leverages the last ten (10) conversations or up to an 800-word limit to ensure responses are contextually appropriate.