Generative AI bots: principles and usage

In addition to its other features dedicated to bots and conversation automation, iAdvize lets you use trusted generative artificial intelligence to handle conversations on your own. This article explains how bots with this AI work and presents the associated use cases.

 

Principle

By using trusted generative AI, you enable your bot to handle conversations completely autonomously : it generates its own answers based on visitors' questions and the information available to it, rather than using the script's pre-written answers.

 

However, you retain control over what the bot says:

  • by deciding which sources of information (AI knowledge) it will draw on to answer your visitors' questions.
  • by programming custom actions in the event of certain situations (technical error, no response, prohibited word or expression, request to speak to a human).

 

Generative AI is implemented using a dedicated card of a bot's scenario. You can therefore combine it with other cards to customize your scenario according to your conversational strategy.

 

The different use cases

Product information

To respond to this use case, you can feed a bot with the data you already have on your products. The bot will be able to understand your visitors' questions about the products and answer them, within a conversation, by drawing the answers from the data provided.

 

Example: your visitor wants to buy the SuperAspi2000 hoover. He has questions about this particular model (price, technical characteristics, repairability score, etc.). Based on the product information provided, your Gen AI bot is able to answer your visitor's questions independently and in natural language.

 

Product Discovery (private beta)

This product discovery feature enables your Gen AI bot to suggest products tailored to the specific needs of each visitor to your site:

   •    It can understand the product type and criteria expressed by visitors in natural language. For example: “I am looking for an Android tablet.”
   •    It can ask the visitor questions to refine their criteria. For example: “Are you interested in a particular screen size, storage capacity, or any other specific requirements?”
   •    It can inquire about the visitor’s budget and suggest products within the specified range.
   •    It can suggest between one and three products that best match the visitor’s criteria.
   •    It can understand when visitors change their criteria and adapt product suggestions accordingly.
   •    It can answer any questions about the suggested products and provide comparisons.
   •    It can answer general knowledge questions to offer expert advice on any type of product. 

 

For example: “I am looking for a new electric bike. What should I consider to choose the right one for me?”. They don't have a particular model in mind, but they'd like a cordless model with a specific budget. Based on these criteria, the Gen AI bot draws on the product information available to it to offer your visitor a range of choices.

 

FAQ

Your visitors no doubt often want to get a quick answer without having to consult your entire FAQ. So you can feed your bot this rich source of information. Thanks to this feature, your bot will be able to respond autonomously to all the FAQ-type questions for which you have provided it with information.

 

Ex: Your visitor has now found the hoover that's right for him. But he still has questions about delivery and after-sales service. Your Gen AI bot will be able to answer them autonomously on the basis of the FAQ information you provide.

 

Configure your bot

Find out in this article how to set up your bot, and then how to provide it with your information using "AI Knowledge".