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AI Guidances allow you to define automated workflows that help your AI Assistant take specific actions during customer conversations. By configuring Guidances, you can ensure that the AI behaves in the way that best suits your business needs, whether it’s providing customer support or enhancing your marketing efforts.
This article will guide you through configuring your AI Guidances and making the most out of this feature.
🧠 What Are AI Guidances?
AI Guidances are predefined instructions that automate actions based on specific customer interactions. These can be used to:
Help customers with common service requests (e.g., order tracking, cancellations).
Offer personalized product recommendations or discounts to drive conversions.
Automatically transfer conversations to human agents when necessary.
You can either use prebuilt templates or create custom guidelines to set up these workflows.
⚙️ How to Configure AI Guidances
To configure AI Guidances, follow these steps:
Go to AI Agent > Guidance in your dashboard.
Choose a Template or Start from Scratch.
Templates are pre-configured, ready-to-use workflows that you can modify.
Start from Scratch gives you the flexibility to create a custom guidance based on your specific needs.
Edit the Guidance:
Once you select a template or start from scratch, you’ll be prompted to define the steps your AI will take during the conversation.
You can specify conditions, actions, and the expected outcome of the guidance.
Activate the Guidance:
After you’ve configured the Guidance, click Activate to make it live. This will ensure the AI uses the guidance in all new customer conversations.
Review and Adjust:
If needed, you can make changes to the guidance later. Simply go back to the AI Agent > Guidance section, select the guidance, and edit it.
✨ Available Guidance Templates
The current list of Guidance Templates includes the following:
Order Status
Allows customers to get live updates on the status of their orders.
Cancel Order
Automatically cancels orders when requested by the customer.
Suggest Available Discounts
Provides information on current discounts available to the customer.
Handover to Human
Automatically transfers the conversation to a human agent when the AI determines it cannot assist further.
Ask About Out-of-Stock Items
Handles customer inquiries about out-of-stock products and provides alternatives or expected restock dates.
⚙️ How to Start from Scratch
If you prefer to create a custom Guidance, follow these steps:
Click Start from Scratch when in the AI Agent > Guidance section.
Define the Triggers: Specify what actions or conditions will prompt the guidance to run.
Example: "If the customer asks for their order status, trigger 'Order Status' Guidance."
Define the Actions: Choose what actions the AI should take after the trigger.
Example: "Send the customer an automated message with their order update."
Set Conditions: You can further refine the behavior of your AI by setting conditions (e.g., specific time frames, customer types, etc.).
Save and Activate: Once you have defined the triggers, actions, and conditions, click Save and Activate.
🚫 How to Deactivate a Guidance
To stop using a particular Guidance, follow these steps:
Go to AI Agent > Guidance.
Select the Guidance you wish to deactivate.
In the Guidance details, click Deactivate.
The Guidance will no longer run in new conversations, but existing conversations may still use it until completed.
💡 Best Practices for Configuring AI Guidances
Start with Common Tasks: Enable simple guidances like Order Status and Cancel Order. These are common customer requests and are essential to automate.
Balance Support and Marketing: Combine Support and Marketing Guidances to ensure your AI can assist with both customer service and sales efforts.
Review Performance Regularly: Check how your Guidances are performing by monitoring customer feedback. If needed, tweak your Guidances to improve accuracy or customer experience.
Be Specific in Your Instructions: The more detailed you are in defining triggers and actions, the better the AI will be at fulfilling your goals.
🚀 Advanced Tips
Use Variables: If your AI supports variables, use them in your Guidances to personalize messages (e.g., using the customer’s name or order details).
Combine with Feedback: Use customer feedback (thumbs up or thumbs down) to refine and adjust your Guidances over time.
Use Multiple Actions: You can combine multiple actions in a single Guidance to create complex workflows that help with different scenarios.
⚠️ Unresolved Inquiries Feature (Coming Soon)
We are working on a feature that will allow you to automatically track and manage Unresolved Inquiries. This feature will help you easily identify conversations that need further attention or resolution.
Stay tuned for this upcoming release!
Conclusion
Configuring AI Guidances is a powerful way to optimize your AI Assistant and enhance your customer service and sales efforts. By automating common tasks and setting up personalized actions, you can ensure your AI provides a seamless and effective experience for your customers.