Using AI to Make Chatting More Convenient

Introduction

Automation can greatly reduce members' response energy while improving the accuracy and efficiency of responses.

This article will focus on how to use automation and its application in [ Chat ].

 

Description

1. Bot hosting sessions

Robot hosting: You can choose whether to host the conversation in the chat. After turning on hosting, you can automatically manage the messages sent by users ( FAQ automation and triggering of automated processes ). Customer service can either manually handle messages sent by customers or use robots to automatically reply to customer messages, thereby improving the efficiency of processing user messages.

 

For example:

①You have created an automated process in automated process that "sends a welcome message when a customer enters the chat window."

② In addition, you have also turned on the robot hosting. (Turning on the hosting will start the automation process)

③When the customer enters the chat window, a welcome message will be automatically sent because you have enabled hosting. (As shown above)

 

2. Set up automated processes

2.1 Automated creation

In [ Robot-Automation Process ], you can manage and create your automation process.

Click New Flow > Select the channel you want to automate (using the Messenger channel as an example) > Click Next step.

2.2 Introduction to automation components

The automation process settings mainly include three components: triggers, conditions, and actions . The rich combination of different components can realize different business scenarios.

• Trigger: Once the trigger is triggered, the automation process will continue to the next action. Different triggers can be set for different situations.

• Action: After being triggered by the previous trigger, the action will be executed. Different actions can be performed on customers, such as sending messages, adding visitor tags, etc.
• Conditions: can be added between triggers and actions to perform different actions for different scenarios.

 

 

2.3 A simple automation case

 

2.4 Automated configuration

After creating the automation, you can configure it to the corresponding social media channels to implement automated responses.

• After editing the automation process, click Create > click Configure > select the social media account you want to link > click OK.
• At the same time, you need to start it in the [ Automated Process ] interface.

For detailed creation and use of automation processes, please jump to the automation process documentation for details.

3. AI corpus

3.1 Use of AI corpus

AI Corpus: In [Robot-AI Corpus], you can set questions that customers may ask you and their answers.

During the chat, you can click on the recommended answer and the system will automatically match the appropriate answer for you. You can choose to send it directly or after translation.

 

If you turn on robot hosting , the AI will automatically match your answer in the AI corpus and send it.

 

3.2 Creation of AI corpus

Go to the [ Robot-AI Corpus ] interface > click Add FAQ > fill in the FAQ > click OK to add it successfully.

 

3.3 Automatic reply of AI corpus is enabled

You need to enable automatic reply from the AI corpus to automatically reply to the content in the AI corpus under robot hosting .

Click AI Generated FAQ > Check the AI Automatically Generates FAQ switch to enable an automatic reply to the contents in the AI corpus.

 

4. Automated reply configuration

SaleSmartly provides a wealth of basic automation-related settings. Setting a configuration that suits you will help improve members' response efficiency.

Note: Only members with basic setting permissions can set chat settings.

 

In the [ Setup - Project Management - Chat Settings ] interface, you can enable relevant basic settings:

• Priority robot reception: When turned on, visitors will be given priority to enter the [ Chat-Robot ] session state. Simply put, the robot will use automated processes and AI corpus to give priority to receiving visitors.
• Keep hosting: When turned on, robot hosting will be enabled by default even after the session is joined by a member.
• Member input association: When turned on, when members enter data in the input box, they will be automatically prompted with FAQs or phrases related to their input content to help them make choices and respond quickly.

 

After member input association is enabled, when a member enters a keyword containing FAQ or speech library, association will be triggered. You can select and send it quickly.