Chatbot AI

Difference between AI and flow

Traditional flow patterns need to be triggered in a specific way, such as through keywords or specific buttons. The pattern is relatively fixed and cannot answer user questions that are not preset. However, AI can provide more accurate and "smart" responses to user questions through large-scale model calculations based on the relevant information you upload and configure. In addition, you can continuously optimize the answers of AI through Knowledge Base and suggestion modules, making AI more in line with your business logic and improving your Chatbot efficiency.

How to configure AI tailored for business

AI Guidance

To help you get started with AI guidance, we have preliminarily categorized the guidance:

Communication style: Make sure each reply is as consistent as possible with your company's tone of voice. Define how AI should communicate so that it can provide high-quality support like your well-trained customer service staff, while maintaining consistency with your brand perception.

Context and clarification: Guide AI to follow up on customer issues, reduce communication misunderstandings, and help customers get the correct answers faster, thereby improving response efficiency.

Handover and escalation: Tell AI in what situations it needs to transfer to a human agent. When a user's problem is complex or sensitive, promptly upgrade the conversation priority to transfer it to a human agent, ensuring that the user receives timely service.

Other: You can add any other guidance that cannot be classified under the above categories in this module, such as your company's service policies and regulations, etc.

You can find the templates we have prepared for you under each category, and fine-tune them or create your own templates that meet your needs by selecting the appropriate ones.

Read our AI Guidance Best Practice before you get started to learn the dos and don’ts of writing good guidance prompts.

Create AI Guidance

Enter the Chatbot-AI-Guidance menu, and in the basic settings, set the language style of AI, the language to use when AI cannot recognize the user's language, and fill in your company's business background.

Add the guidance content you need in the four categories according to your business needs, click the "Save" button, and switch the "Use" button on for the guidance you need to use.

Preview and guiding

After you configure all the guidance content, click the "Use" button to open it (it won't take effect yet). Then you can interact with, in the preview window on the right, with AI. You can ask AI questions from the customer's perspective and optimize and adjust your guidance content according to its responses.

Publish guidance

After completing the configuration and debugging, click the "Publish" button in the upper right corner to publish. The content you have configured will officially take effect online.

Configure Knowledge Base

1. Click Add Knowledge button. Knowledge Base currently supports uploading multi-format documents, online data (web pages), and knowledge content in Q & A format.

2. Select the document and click Next to upload your Knowledge Base document.

3. Select Q & A, click Next to customize your Q & A, enter the questions you expect - the answers are correct

4. Select the online data, click next, you can enter the webpage link that needs to be crawled for data, support two crawling modes: only this webpage or drill down pages containing webpages, set the update frequency, and click ok to start data crawling

5. After uploading or crawling Knowledge Base, it will be displayed in the list. You can filter by the filter items above, and click on the specific item to display its details.

Configure Suggestions

In the [Suggestions] module, the AI will cluster similar questions that could not be answered during the conversation with the customer into a list of questions

You can click on a specific question to view details, and enter your expected answer for questions that AI cannot answer for the time being. After selecting "Add as a new Q&A", the Q&A will be added to the Knowledge Base to continuously optimize the efficiency and quality of AI answers. You can easily switch directly between questions in the list via the bottom left corner. For questions you believe have no value for answering, you can choose to reject the question

Chatbot overall settings

1. In Settings, you can set the name of the Chatbot and configure whether it answers users' questions through AI or processes. When you only enable process answering, the Chatbot will answer users' questions with traditional process configuration logic, and when you enable AI answering, the Chatbot will be given the ability of AI and interact with users according to your AI related configuration in the above process. Note that when both buttons are turned on at the same time, process answering will take precedence over AI answering .

2. You can also configure how Chatbot will act when it cannot understand user intent

   1. No response. Chatbot will not respond to this option

   2. Automatic reply. Selecting this option will automatically reply to questions that cannot be understood based on the reply content you configured

   3. Transfer to manual processing. Select this option and Chatbot will transfer the session to manual processing. In this case, if necessary, you can configure Chatbot to automatically send a message to the user before transferring, prompting the user to wait