What is Conversation AI?

Conversation AI is an advanced communication system that automates customer interactions, using AI-powered bots designed to provide smarter, more flexible, and more efficient customer interactions when handling inquiries, providing support, and streamlining communication across multiple channels.

Key Benefits

The system offers several advantages:

• Multi-Bot Support: Manage multiple bots for different conversation types
• Primary Bot for Inbound Conversations: One primary bot handles all inbound messages outside workflows
• Workflow Integration: Additional bots respond within workflows with context-specific interactions
• Multi-Channel Support: Bots communicate via SMS, Facebook, Instagram, and live chat
• Real-Time Testing: Chat window allows immediate testing and refinement
• Appointment Booking Actions: Automate scheduling with booking links and workflow triggers
• Automatic Transcript Handling: Improved message parsing is pre-enabled
• Terminology Alignment: Bot UI respects renamed standard objects

Creating Conversation AI Bots

Steps include: creating a bot, selecting a prompt template (General Q&A or Appointment Booking), setting bot status (Off, Suggestive, or Auto-Pilot), assigning channels, and optionally designating as primary.

Primary vs Non-Primary Bots

Primary bots handle general inbound conversations not transferred by workflows, with all relevant channels assigned. Non-primary bots work within specific workflows with matching channel assignments.

Advanced Features

Customizable settings include wait times before responding, maximum message limits, and sleep mode functionality.

Bot Training

Two key features enhance bot accuracy: