AI Assist
Last updated
Last updated
AI Assist lets you leverage the power of Respond AI to conduct engaging conversations with customers. You can start off by providing educational material to help AI Assist learn about your business requirements. Once done, it can formulate responses to customer queries based on the information it has.
On the AI Assist tab, you can improve AI responses by adding Knowledge Sources, testing AI Assist and providing other settings.
Testing AI Assist Responses
After defining the Knowledge Sources, return to the AI Assist tab and click the Test AI Assist button to open the Test AI Assist dialog.
Provide a question in the Prompt field and click the Send icon.Each response costs 1 credit.
View and verify that the response displayed in the Response area is correct.
Click Done to close the dialog.If you are not satisfied with the response provided by AI Assist, you can provide additional Knowledge Sources using the Add Knowledge Source button.
Selecting Other Options
You can provide other settings such as enabling AI Assist to respond outside of added Knowledge Sources, add snippets and define a persona for AI Assist.
Swipe the Reply outside the added knowledge source toggle to the right to allow AI Assist to respond using the information provided to the Knowledge Source and the external source of information i.e., ChatGPT.This toggle is enabled by default if no Knowledge Sources have been added yet.If this toggle is not turned on and there is no related material in the Knowledge Source, and you have no snippets, or you turned off the snippets, no answer is drafted by AI Assist for the incoming message(s).
Swipe the Snippets toggle to the right to allow AI Assist to use your snippets as a Knowledge Source to draft responses to your conversations.
It is recommended that you define the persona of AI Assist in the AI Assist Persona field by defining the distinct characteristics you want your AI Assist to have. For example, create a background of the persona by identifying the purpose/role it has in a conversation, define the personality (skillset, speaking style, etc.) and any other qualities that help Respond AI craft the behavior of AI Assist. However, a default persona has been provided for convenience which adheres to professional yet courteous conduct. Design the AI Assist persona carefully so that it can draft responses that best suit your business requirements.If you want to revert back to the default persona, you can click the Reset button.
How it Works?
You can now start using AI Assist to draft responses to customer queries in the Messages module.
The Respond AI chatbot, AI Agent, replies to customer inquiries using the Knowledge Sources/Snippets provided to it. The AI Agent can be enabled in the Workflows module using the AI Agent Step.
You must provide some Knowledge Sources or Snippets to your AI Agent as reference material to use while responding to a customer’s queries. It is recommended to provide focused information to the AI Agent to enable it to provide the best responses. Therefore, when adding the AI Agent Step, provide knowledge sources focusing on one topic. For example, if you want your AI Assist to function as a virtual support agent for Product A, you will provide the relevant Knowledge Sources to help the agent answer queries related to Product A. When AI Agent has many Knowledge Sources on various irrelevant topics, it slows the AI Agent and increases the response time.
If the Knowledge Source used by the AI Agent Step is deleted, you must provide an alternate Knowledge Source.To optimize your responses, consider developing multiple specialized AI Agents tailored to answer customer queries related to different areas of your business.
AI Agent is ideal for handling low-value conversations and can provide continuous 24/7 support to clients without additional cost.
AI Agent Behaviour
The AI Agent takes previous messages/queries in context before replying to a query.
If one message contains multiple queries, AI Agent responds to all queries in one answer. Only 1 credit is deducted.
The AI Agent can process text, email, and quick replies. It cannot, however, process to images.
If a conversation is closed and reopened, the AI Agent will only respond to the queries asked after the conversation was opened.
AI Agent Quick Guide
The Quick Guide section shows you how the AI Agent - Knowledge Sources work.
