How to Implement Conversation AI in Live Chat

Conversation AI for Live Chat allows businesses to automate their live chat interactions, ensuring leads and customers receive prompt responses even when your team is unavailable. This article will explore the benefits, features, and step-by-step guide on how to set up and utilize Conversation AI in your live chat, enhancing your customer engagement and lead generation strategies.

Key Features and Benefits

1. Automated Responses: Conversation AI can engage with customers instantly, providing them with answers and guiding them through predefined paths based on their queries.
2. 24/7 Availability: With Conversation AI, your live chat remains active around the clock, capturing leads and responding to inquiries even outside of business hours.
3. Customizable Workflow: Tailor the conversation flow to match your business needs by creating custom branches and responses based on specific keywords and customer inquiries.
4. Improved Lead Qualification: Use Conversation AI to ask qualifying questions and gather essential information from leads, making it easier for your team to follow up with relevant solutions.
5. Seamless Integration: The feature integrates directly into your existing live chat setup, making it easy to deploy without disrupting your current processes.

How to Set Up Conversation AI for Live Chat

Step 1: Access Your Workflow

• Navigate to your Referins dashboard and open the account where you want to set up the Conversation AI.
• Go to the "Automation" section and create a new workflow or edit an existing one.

Step 2: Configure the Trigger

• Set up the workflow trigger, such as a customer reply or a new live chat message.
• Under the trigger settings, select "Live Chat" as the reply channel to activate Conversation AI whenever a customer initiates a chat.

Step 3: Add the Conversation AI Step

• Click on the “+” button to add a new action in the workflow.
• From the Actions menu, select "Conversation AI."

• Customize the initial question that the AI will ask, such as “Thanks for reaching out! What can we help you with today?”

Step 4: Set Up Advanced Configurations

• Adjust the bot settings if needed, including response timeouts and channel preferences.
• Ensure that "Live Chat" is selected as the channel for the AI to engage through live chat.

Step 5: Define Branches for Different Queries

• Create branches based on keywords or phrases commonly used by customers. For example, set up branches for “Repairs,” “New Installations,” or other services.

• Each branch can trigger specific responses and actions, such as assigning the conversation to a relevant team member or sending a notification to your team.

Step 6: Test Your Setup

• Save your workflow and perform a test by initiating a live chat.
• Check if the Conversation AI responds as configured and that it routes inquiries correctly based on the set conditions.

Bot Management with Quick Actions

The Quick Action Buttons in the Bot Menu simplify bot management by enabling users to easily edit, delete, duplicate, or set bots as primary.

• Edit Bot: Modify the bot's settings and configurations to meet your needs.
• Delete Bot: Remove a bot permanently, ensuring it's no longer accessible.
• Duplicate Bot: Create a copy of the bot with identical settings, named "Copy - [Original Bot Name]" and set it to "off."
• Set as Primary: Designate the bot as the primary option for streamlined workflows.

Pro Tips

• Optimize Prompts: Tailor the initial AI prompts to be engaging and specific to encourage users to provide the information you need.
• Use Tags: Implement tags to categorize different types of queries, which helps in better reporting and refining AI responses over time.
• Leverage Analytics: Regularly review conversation logs and analytics to refine the AI’s performance and adjust workflows for better results.

FAQ

1. Can I use Conversation AI on channels other than live chat?

Yes, Conversation AI works on multiple channels beyond live chat, including SMS, Facebook, and Instagram. This allows you to engage with your audience seamlessly across various platforms.

2. How can I ensure that Conversation AI is correctly identifying and responding to keywords?
You can set up specific branches and test them using various keyword inputs during the workflow setup. Regularly updating and refining these branches based on customer interactions will improve accuracy.

3. What happens if the AI doesn’t understand the customer’s query?
If no conditions are met or if the conversation times out, you can set up fallback actions such as sending a generic response, asking for clarification, or routing the chat to a live agent.

4. Can I customize the messages that Conversation AI sends?
Yes, all messages from Conversation AI can be customized within the workflow settings, including the initial prompt, responses to specific keywords, and fallback messages.

5. Is there a way to track how many leads were generated through Conversation AI?
Yes, you can use the execution logs and reports in the Referins dashboard to monitor interactions, track lead generation, and assess the effectiveness of your Conversation AI setup.

6. What happens to custom actions when duplicating a bot?

A: All custom actions from the original bot are replicated, ensuring the new bot mirrors the existing configuration.