Setting Up Conversation AI

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.

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:

Create a Bot: Click the Create Bot button in the Conversation AI dashboard.
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.
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.
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.

Managing Workflow Actions with Conversation AI
Training Your Bot for Better Performance
Troubleshooting Bot Issues

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