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Conversation AI Bot - Explained

The Conversation AI Bot in Stack is a cutting-edge feature designed to enhance customer interactions by utilizing advanced AI technologies. It provides accurate and reliable responses, setting a new standard for AI chatbots.

Key Features of the Conversation AI Bot​

  1. Conversation AI Modes and Settings
  2. Supported Conversation Channels
  3. Training the Bot
  4. Configuring Bot's Intent
  5. Testing the Bot (Bot Trial)
  6. Workflow Integration with Conversation AI

Conversation AI Modes and Settings​

The Conversation AI Bot offers three operational modes:

  • OFF: This default mode keeps the AI inactive. However, you can still train and test the bot to prepare it for future use.
  • Suggestive: In this mode, the bot generates response suggestions in the message composer. You can send these as-is or edit them before sending.
  • Auto-pilot: Here, the bot autonomously replies to contacts on behalf of your business.

Supported Conversation Channels​

The bot can communicate through several channels, including:

  • SMS
  • Facebook (FB)
  • Instagram (IG)
  • Web Chat (SMS Chat)
  • Live Chat
  • Google Business Profile (GBP)

To configure the channels the bot uses, navigate to Settings > Conversation AI and select your preferred channels from the "Supported Channels" dropdown.

Have a channel in mind that’s not listed? Share your suggestion on our ideas board.

Training the Bot​

You can train your bot in two ways within the "Bot Training" section:

  • Web URLs and Public Links: Provide links to relevant content.
  • Question and Answer Pairs: Directly input Q&A pairs for the bot to learn from.

Note: Bot training is free of charge.

Configuring Bot's Intent​

The bot supports two primary intents:

  • General Support or Q/A: Responds to inquiries based on the training data.
  • Appointment Booking: Engages with the contact to book appointments on your calendar. If an appointment is already active, the bot switches to General Support until the appointment is completed or canceled.

Testing the Bot (Bot Trial)​

You can test the Conversation AI Bot for free in the "Bot Trial" section of your settings. Choose an intent from the dropdown, and the bot will simulate responses as it would with a real contact.

Provide feedback using the "Thumbs Up and Down" feature under each response to refine the bot's accuracy and add FAQs for further training.

Workflow Integration with Conversation AI​

Enhance your workflows by incorporating the Conversation AI Bot:

  • Customize Prompts: Tailor the bot's responses to suit different scenarios.
  • Conditional Workflow Movement: Direct contacts through various workflow paths based on their interactions.
  • Interactive Branching: Ask targeted questions and create branches based on the contact's replies.

By leveraging these features, the Conversation AI Bot can significantly improve your customer engagement and streamline interactions.