Configure your bots with trusted generative AI

The Generative AI bot has unique capabilities. It has been designed to help your advisers handle their conversations and improve customer satisfaction. There are a number of things you need to bear in mind when embarking on the adventure of bots with Generative AI.

 

Its identity

Create a new bot or modify an existing scenario, and select a "Generative AI" card.

 

If necessary, go back to the bot's identity parameters to enter your brand name, which will enable it to personalise its message even further.

 

Write an introductory message introducing the bot. We recommend that you make it clear that it is a generative AI and that it is not infallible. Adapt the tone of this message to the tone you are going to choose for the bot.

 

Select its tone: neutral, formal or friendly. Choose it wisely according to the habits of your industry (you will have the opportunity to test your bot later).

 

Tone examples

Here's the same sentence in 3 tones:

  • neutral: "Yes, this dishwasher is Wi-Fi compatible and can be connected to the Internet."
  • formal: "Yes, this dishwasher is Wi-Fi compatible and can be connected to the Internet".
  • cool: Yes, this great dishwasher is totally Wi-Fi compatible, and guess what? It can be connected to the internet! 😄"

 

Its resources

To give you full control over the bot, you provide it with the information it needs to respond to your visitors. You can do this in two ways:

 

  • Either by selecting an AI knowledge that has already been set up (see above)
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  • Or by entering information yourself in the "Text/variable" field.

 

You can write or copy text (up to 1500 words), or enter variables to use an API connection. You will then need to add an "API connection" card to your scenario, upstream of the generative AI card.

 

Whichever way you configure this Knowledge (text or API), it will serve as a reference for your bot to respond autonomously to visitors.

 

Its controls

To prepare for any eventuality, you can program personalised actions if the following events occur during the conversation:

  • visitors explicitly ask to speak to a human
  • the bot does not know the answer (because it does not appear in the resources available to it)
  • a prohibited word or expression appears in the conversation
  • a technical error occurs

 

Depending on the size of your teams and your overall strategy, you can use one of the 5 solutions available to you:

  • write a specific message: you have complete control over what the bot says and write a message specifically for this situation, before the bot resumes the conversation on its own.
  • propose a transfer: write a message and plan a transfer to a distribution rule. The bot will only carry out the transfer if the visitors accept its proposal.
  • transfer directly: write a message and transfer the conversation to a distribution rule, without asking visitors for their opinion.
  • continue to another stage: write a message and continue the conversation with another card.
  • close the conversation: write a message informing visitors that the conversation is about to end.

 

Prohibited words and expressions

You can enter a list of prohibited words and expressions (= several words).

 

If a visitor's response contains an exact match to an item on this list, or if the bot is about to give a response containing one of these items, the personalised action is triggered, either in response to the visitor, or instead of the bot's spontaneous response.

 

For example, if your company (in our example, Supershopper) lists the name of your main competitor, if your visitor says "I think this product is cheaper at Wondershopper", the bot will immediately respond with the sentence you wrote for him: "I'm sorry, I don't know how to answer that question".

 

Test your bot

Don't forget to check that the scenario is running smoothly and that your bot is capable of responding using the preview to the right of your scenario.

 

By clicking on the banner at the top of the preview to modify the test conditions, you can enter custom data corresponding to a product about which you really want to test the bot's knowledge, thus testing it under real conditions of use.

 

Improve your bot

To enhance your bot's responses, you can access its flow to provide better replies.

  • To do so, go to Reporting > Conversations and add a filter for Answered by Generative AI.

     

  • Navigate to closed conversations and open the one you are interested in.

 

  • Then, click on the Info.png under the response you want to see the details of. This will take you to the next page:

 

The Messages section provides information about the message sent by the visitor and the one provided by your bot.

The Knowledge Records Used section provides information about the parts of your knowledge that the AI used to generate its response.

The Knowledge Records Discarded section also provides information about the bot's search, indicating that it went through the specified parts of your knowledge but did not find relevant information to generate a response.

By studying these different pieces of information, you can better feed your knowledge to provide more content to your bot. This way, it can respond optimally to your visitors.

 

Note that this feature does not apply to pre-recorded automated messages (such as the first message sent by your bot to a new visitor). Additionally, some of the information provided by the AI to your visitor may come from its general knowledge.