In Advisor's Growth, the Conversation AI workflow action leverages artificial intelligence to automate conversations, providing dynamic and human-like responses. This feature enhances customer service by addressing queries, gathering information, and guiding users through different processes efficiently.
One of the key enhancements in the Conversation AI workflow is the Skip Action option. This feature allows the AI bot to skip asking questions if the answer is already present in the conversation history, ensuring more fluid and natural interactions. Let's explore the main features of this workflow action.
Key Features of Conversation AI Workflow Action
Skip Action Option:
The AI bot skips asking a question if the answer is already available in the conversation history, making the interaction smoother for the user.
Automatic Branching:
If an answer is present in the history, the contact will be automatically pushed to the relevant branch or condition in the workflow based on that answer.
How to Use the Conversation AI Workflow Action
Step 1: Access Workflow Actions
Navigate to Automation, create a new workflow or edit an existing one, and search for the Conversation AI actions in the workflow builder.
Step 2: Select a Communication Channel
When configuring the workflow, select the appropriate communication channel from the dropdown. Options include:
SMS
Facebook
Instagram
Live Chat
This flexibility enables real-time interactions, making your automated processes more efficient and dynamic.
Step 3: Enable Skip Action (Optional)
In the workflow, locate the question the bot will ask.
Toggle the "Skip if Answered" option to On. This ensures that the bot skips over questions that have already been answered by the user in previous interactions.
Step 4: Configure Branches
Set up the appropriate branches or conditions in the workflow that the bot should follow if the answer is already known. This ensures contacts move seamlessly through the correct stages without redundant questions.
Step 5: Save and Test
Save your workflow and test it to confirm that the bot behaves as expected. Testing helps ensure the bot provides a seamless experience and follows the correct logic in skipping and branching.
Example Use Case: Skip Action in a Workflow
Scenario:
A business asks the user, "What is your favorite color?" in a previous interaction, and the user answers "blue." In a subsequent conversation, the bot will skip asking the question again and instead proceed to the next relevant question or action.
Outcome:
This improves the flow of the conversation by eliminating repetitive questions and ensuring a smoother user experience.
Best Practices for the Skip Action
To optimize the effectiveness of the Skip Action feature, it's important to:
Regularly review and update workflows to align them with common user behaviors and conversation patterns.
Test workflows to ensure the Skip Action and branching work as intended, providing a natural conversational flow.
FAQs
Q: What happens if the answer is not found in the conversation history?
A: If the answer does not exist in the conversation history, the bot will proceed to ask the question as usual.
Q: Can I toggle the Skip Action option off?
A: Yes, the Skip Action option can be turned off if you want the bot to ask the question every time, regardless of previous answers.
Q: How does this feature impact branching conditions?
A: The bot will automatically push the contact to the relevant branch or condition based on the existing answer, streamlining the workflow and making it more efficient.