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Setting Up Conversation AI in Stack

Welcome to your guide on configuring Conversation AI within Stack! This powerful tool allows you to automate customer interactions using AI-driven bots, enhancing communication across multiple channels.

Table of Contents​

What is Conversation AI?​

Conversation AI is a sophisticated system designed to automate interactions with your customers. It uses AI-powered bots to provide intelligent, flexible, and efficient responses to inquiries, support requests, and more, across various communication channels.

Key Benefits of Conversation AI​

  • Multi-Bot Support: Manage several bots to handle different conversation types, ensuring specialized responses for various tasks.
  • Primary Bot for Inbound Conversations: Assign a primary bot to manage all inbound messages not initiated within workflows, streamlining communication.
  • Workflow Integration: Use additional bots within workflows for automated, context-specific interactions.
  • Multi-Channel Support: Enable bots to communicate via SMS, Facebook, Instagram, and live chat.
  • Real-Time Testing and Feedback: Test and refine your bot during setup using the chat window for immediate adjustments.
  • Appointment Booking Actions: Automate scheduling with actions like sending booking links, transferring to another AI bot, and triggering workflows post-booking.

Creating Conversation AI Bots​

Creating a Conversation AI bot in Stack is straightforward. Follow these steps to get your bot operational:

  1. Create a Bot: Click the Create Bot button in the Conversation AI dashboard.
  2. Select a Prompt Template: Choose a template that aligns with your bot’s purpose. Templates can be fully customized post-creation.
    • General Q&A Template: For customer support and general inquiries.
    • Appointment Booking Template: For managing appointments.
  3. Set Bot Status: Determine how the bot interacts with incoming messages:
    • Off: The bot is inactive.
    • Suggestive: Generates response suggestions for manual review and sending.
    • Auto-Pilot: Automatically responds to messages without manual intervention.
  4. Assign Channels: Assign communication channels (e.g., SMS, Facebook, Instagram, live chat) for your primary bot to handle inbound messages not initiated within a workflow.

Primary vs Non-Primary Bots​

Both primary and non-primary bots are crucial to your communication strategy. Assigning communication channels correctly ensures seamless operation and optimal customer interaction.

  • Primary Bot: Handles all general inbound conversations not transferred from a workflow. Assign all relevant channels to ensure comprehensive coverage.
  • Non-Primary Bots: Operate within specific workflows, handling conversations on assigned channels.

Advanced Features and Settings​

Customize your bot’s behavior with advanced settings:

  • Wait Time Before Responding: Set a delay for responses to create a natural interaction flow.
  • Maximum Message Limit: Limit the number of bot messages per interaction.
  • Send Bot to Sleep: Temporarily disable the bot during manual interventions or workflows.

Bot Training​

Enhance your bot’s accuracy and relevance with these training tools:

  • Web Crawler: Gather data from online sources for precise, context-aware responses.
  • Custom Bot Responses (FAQs): Configure specific answers for frequently asked questions to ensure consistency and accuracy.

Bot Goals​

Define your bot’s personality, intent, and additional instructions to align with your business needs:

  • Prompt: Guides the bot’s responses by combining personality, intent, and additional information.
  • Personality: Sets the tone of responses (e.g., friendly, professional).
  • Intent: Specifies the bot's primary objective (e.g., resolving queries, generating leads).
  • Additional Information: Provides specific instructions to tailor responses.

Test and Train Your Bot in Real-Time​

Use the chat window in the Training and Goals sections to test and refine your bot:

  • Chat with the Bot: Engage in full conversations to understand response patterns.
  • Give Feedback on Answers: Improve bot behavior with feedback, automatically creating new FAQ entries for negative feedback.
  • Edit the Prompts: Update the bot’s settings directly during testing.
  • Reset the Conversation: Test changes immediately by resetting the conversation without refreshing your browser.

Explore these features and set up your Conversation AI to optimize customer interactions with Stack!