Advanced Features: Transitioning to AI

By following these steps, businesses can gradually and confidently adopt AI-driven chatbots, ensuring a smooth transition from manual query resolution to full automation.

The transition to AI-powered functionality involves evolving your chatbot from a simple human-assisted query resolver to an advanced AI-driven system capable of automating query resolution. This process is designed to be gradual, ensuring smooth integration of AI features and tools while maintaining high-quality user experiences. Let’s break it down step by step.

Understand the Modes of Operation

Before diving into AI features, it’s important to understand the three modes of operation:

• Human Mode: The default mode where human agents manually respond to all user queries.

• Feedback Mode: A hybrid mode where the AI suggests responses, but human agents review and approve them before sending.

• AI Mode: Fully automated mode where the AI independently handles all user interactions.

This transition ensures businesses can gradually adopt automation without compromising service quality.

Build and Manage a Knowledge Base

A well-structured knowledge base is the foundation of any AI-driven chatbot. It serves as the source of information the AI uses to answer user queries.

Access the Knowledge Base Section:

1. Navigate to the Knowledge Base tab from the dashboard.

Knowledge base

1. Click "Create New Knowledge Base".

You can create the knowledge base from here.

1. Add FAQs and Structured Data:

• Upload frequently asked questions (FAQs) along with their answers.

• Use categories to organize content (e.g., Billing, Product Support, General Queries).

• Ensure the data is concise, accurate, and up-to-date to maintain the AI’s reliability.

• Import Existing Data:

  • If your business already has resources such as documentation, help center articles, or product manuals, you can import them into the knowledge base.

  • Supported formats include CSV, PDF, or links to external knowledge bases.

1. Enable Auto-Learning (Optional):

• If supported, enable auto-learning so the AI can periodically update its knowledge base by analyzing ongoing conversations and user feedback.

Develop and Integrate Tools

AI-powered chatbots often require tools to perform specific tasks or enhance their capabilities. These tools can range from simple actions to complex integrations with third-party systems.

Identify the Required Tools:

Common tools include:

• Query Processing: Tools to fetch specific data (e.g., user account details, order status).

• Task Automation: Tools to automate processes like booking appointments or sending emails.

• API Integrations: Connect the chatbot with CRM systems, payment gateways, or other business tools.

Create and Configure Tools:

1. Go to the Tools section and click "Create New Tool".

You can create the tool from here.

1. Example- here a tool is created named alpha.

Add details to your tools.

Tool created.

1. Thus, new AI agent can be created using the knowledge base and tools.

New AI Agent

1. Define the tool’s purpose and configure it: Example: For an “Order Status” tool, link the chatbot to your order management system’s API.

2. Test the tool to ensure it works as expected.

3. Integrate Tools into the AI:

   1. Link the tools to specific intents or triggers in the AI workflow. For instance: A query like “Where’s my order?” triggers the Order Status tool.

Configure Personalized Prompts

Prompts define how the AI interacts with users. They set the tone, language, and persona of the chatbot.

• Access the Prompt Settings:

  • Navigate to the Prompts section in your dashboard.

  • Click "Create New Prompt" or edit an existing one.

• Define the Chatbot’s Persona:

  • Customize the chatbot’s tone based on your brand. For example:

    • Friendly and casual for an e-commerce chatbot.

    • Professional and formal for a legal or financial service chatbot.

• Set Up Contextual Responses:

  • Create prompts that guide the AI in responding to queries:

    • Example 1: “If a user asks for pricing, provide details from the Pricing FAQ.”

    • Example 2: “For complaints, offer to escalate to a human agent if the user is dissatisfied.”

• Adjust for Multi-Lingual Interactions (Optional):

  • If the chatbot supports multiple languages, create separate prompts tailored to each language.

Enable Feedback Mode

Feedback Mode is a crucial step in transitioning to AI as it bridges the gap between manual responses and full automation.

Activate Feedback Mode:

• Go to the chatbot’s settings and enable Feedback Mode.

• This mode allows the AI to suggest responses, but human agents have the final say in approving or editing them.

Train the AI with Feedback:

• Encourage agents to provide feedback on the AI’s suggestions:

  • Approve correct responses to reinforce learning.

  • Edit or reject incorrect responses to guide improvement.

• Use analytics to track common edits and refine the AI’s behavior.

Transition to AI Mode

Once the AI has been trained and fine-tuned in Feedback Mode, you can switch to full automation.

Enable AI Mode:

• In the chatbot’s settings, activate AI Mode to allow the AI to handle user queries independently.

• Set thresholds for when the AI should escalate queries to human agents (e.g., complex issues or dissatisfied users).

Monitor and Refine:

• Use the analytics dashboard to track the AI’s performance:

  • Response accuracy.

  • User satisfaction scores.

  • Unanswered queries.

• Regularly update the knowledge base and tools to improve the AI’s efficiency.

Gradual Transition Workflow

The transition to AI should be gradual to ensure a seamless user experience:

1. Start in Human Mode: Handle all queries manually to establish a clear understanding of user needs.

2. Activate Feedback Mode: Introduce AI suggestions to assist agents while keeping them in control.

3. Switch to AI Mode: Automate responses for common queries while escalating complex cases to human agents.