Before you can turn your user experience into a dialogue, first we have to make sure that your AI is an expert in your company and product. To do this, you can head over to the AI zone - the center of all things about your AI.
First, you have to train your AI. Luckily this can be done easily and in little to no time. All you have to do is click the +Add training source button and select whether you are adding a website source or an FAQ entry.
If you select website source, this will lead to the pop-up that can be seen in the screenshot below. Here you can simply add your website URL and define whether you’d like the entire website to be scanned or a single page. You can also include or exclude certain paths if you think the content on those pages might lead to answers that are not relevant.
If you select FAQ entry, you will see the pop-up below where you can fill in the question and its answer, along with a title.
Once you’ve specified these details, you can click Start training and the AI will scan the source you’ve defined. This is usually done within seconds. The source(s) you’ve added will then appear under the training tab with details about when they were created, when the last scan was, etc. Under Actions, you can also edit or delete a source or retrain the AI.
You can then use the Configuration tab to adjust the settings of your AI. Here you can select a persona with a specific focus such as support, sales, or informative.
You can also define a response length. Generally speaking, we would recommend opting for short or medium answers. However, if you are in an industry that can be more complicated and nuanced, longer responses might be the way to go.
Here you can also add a message that will be the starting point of the conversation.
Additionally, you can give a customer support email address. We will then give the user the option to forward their conversation to your customer support team. This is intended for cases where the user isn’t satisfied with the answers given and prefers getting in contact with a human.
You can also input a reply for when the user gives negative feedback to the answer and a confirmation message for when an email with their conversation gets forwarded to your support team.
The next step is testing your AI. We recommend asking various questions that get asked often to see if the answers are what you’d expect. You can also ask the same questions using different phrases to see if it can always answer accordingly.
If all is looking good, you are now ready to set your AI live! But what does this mean? Well, it means an AI-powered chat functionality will appear on your website, ready to answer the questions of visitors right away.
And there we have it!
Lastly, the conversational functionality offered by Unless doesn’t end here. Find out more about conversational UI components in this article.
Ps. The AI is only as good as the content it is trained on so it is important to have comprehensive and up-to-date information. Check out this article about good training sources.