The AI Assistant Block in the Journey Builder allows for the integration of an AI-powered assistant into WhatsApp and Instagram journeys. This assistant interacts with customers, responding to queries like product inquiries or FAQs. The AI can be customised based on different assistant types and is able to manage product-related questions, FAQ responses, and general inquiries.
Linking & Delinking AI Assistant to a Store
To manage an AI assistant, you need to use the Internal Builder. Here’s how you can link or delink an assistant to/from a store:
Steps to Link AI Assistant:
Open the Internal Builder and search for AI Assistant.
Add the Assistant ID that you wish to link to the store.
Select the appropriate Assistant Type from the following options:
FAQ
Product Search
General Purpose
Once added, the linked assistant will be visible inside the AI Assistant block and can be selected from the dropdown in the Journey Builder.
Steps to Delink AI Assistant:
In the Internal Builder, locate the assistant linked to the store.
Choose the delink option to remove the assistant from the store.
After delinking, the assistant will no longer appear in the dropdown in the Journey Builder.
Operations Available in the Internal Builder:
Link/Delink Assistant: Add or remove an assistant to/from a store.
Open Assistant: View the assistant’s details and configurations.
Mark as Draft/Publish: Control the assistant’s visibility.
Draft Assistants are not visible in the dropdown.
Published Assistants will be available for selection in the AI Assistant block.
Assistant Types:
1. FAQ (Frequently Asked Questions):
Purpose:
The FAQ Assistant is designed to handle common questions that users frequently ask. It helps customers get quick answers without the need for human intervention.
How it Works:
You can upload specific FAQ files, and the AI will pull answers from those documents to respond to customer queries.
The assistant focuses on giving precise, fact-based answers.
Use Case:
Best suited for scenarios where users frequently ask about company policies, product information, or processes like shipping and returns.
It saves time for both users and support agents by handling repetitive queries.
2. Product Search:
Purpose:
The Product Search Assistant is designed to assist users in finding specific products or answering product-related inquiries.
How it Works:
The AI Assistant will use the uploaded product files to find items based on user inputs such as product name, category, or specific details.
On Instagram, the assistant can send a product carousel to display relevant product options in response to queries.
Product search is prioritized over FAQs in this type of assistant.
Use Case:
Ideal for e-commerce stores where users frequently search for products by name, category, or price.
Useful when customers need help browsing or filtering through large product inventories.
3. General Purpose:
Purpose:
The General Purpose Assistant is versatile and can handle a wide variety of interactions, from casual customer inquiries to product related questions.
How it Works:
It can be tailored to support various functions and interact with users in a more conversational manner.
Use Case:
Suitable for stores or businesses where a combination of inquiries are expected, ranging from product information to customer support and general questions.
It offers more flexibility than the other two types, making it ideal for stores looking for a more comprehensive AI interaction experience.
It is recommended to use FAQ Assistant for WhatsApp as product carousels are not sent in WhatsApp channel.
General Purpose Assistant is used for both FAQ and Product Related query.
WhatsApp AI Assistant Block
Input: The assistant block takes user input as a command and returns a result based on the assistant's configuration.
Product Enquiries: Product carousels are not sent for product-related inquiries.
FAQ Support: FAQ answers are derived only from uploaded files, ensuring relevance and accuracy.
Exit Strategy: To exit, users need to follow the exit strategy and click on predefined buttons. The assistant loop exits after the button is clicked, and the respective node attachment executes.
Out of Context Queries: When an out-of-context question is asked, the AI assistant loop will automatically exit.
Post Exit Handling:
If a non-keyword input is added after exit, the default flow is triggered or agent is assigned.
If a keyword input is added after exit, the corresponding flow continues.
Instagram AI Assistant Block
Input: The assistant block processes user input from Instagram DM or Instagram Triggers and returns results accordingly.
Product Enquiries: Product carousels are sent for product-related inquiries.
FAQ Support: Similar to WhatsApp, the assistant answers FAQs only from uploaded files.
Priority: For product-related queries, the assistant prioritizes Product Enquiry before FAQ.
Exit Strategy: Exit can be triggered by clicking on specific buttons, after which the AI assistant loop exits.
Out of Context Queries: For irrelevant or out-of-context questions, the assistant loop automatically exits.
Exit Strategy
The exit strategy for the AI Assistant is designed to ensure a smooth exit from the conversation when required. The AI tracks when users want to stop or exit the assistant, either through specific exit commands or out-of-context questions.
Exit Scenarios:
Exit Commands: The AI assistant loop will be exited when the user expresses a desire to stop interacting with the AI or requests a human agent.
Out of Context Queries: Any query that is deemed irrelevant or out of context will automatically trigger the exit strategy.
Once the exit is initiated, users are required to click on a button to complete the exit, after which the respective node attachment will execute. If no button is clicked, the AI will continue the interaction.
Sample Assistant IDs for Instagram and WhatsApp:
Assistant ID for Product Search or General Purpose:
asst_iO8ZxBsy7b3VLxqdpfcwehPaAssistant ID for FAQ:
asst_Ge3nznVmrZk6j95sHhKC6oCE
Setup Via OpenAI Assistant
To configure the AI Assistant and upload necessary files such as FAQs and product files, follow these steps:
Go to the Assistant Playground:
Navigate to the Assistant Section:
In the platform, locate the Assistant section from the navigation panel.
Choose the Assistant ID:
From the dropdown list, select the appropriate Assistant ID that corresponds to the AI assistant you want to configure (e.g., FAQ Assistant or Product Search Assistant).
Add System Instructions:
In the System Instructions box, add the prompt or instructions that will guide the assistant's behavior. This is where you set up how the AI will respond to user queries.
Select GPT-40 Mini:
Choose gpt-40 mini under the modal section. This will ensure the assistant uses the right model for interaction.
Add Files under Tools:
In the Tools section, click Add Files to upload relevant documents that will support the assistant's responses.
Types of Files to Upload:
FAQ Files: These files contain frequently asked questions and answers, providing the assistant with structured data to pull from when answering user queries.
Product Files: These should contain details about your store’s products, including product names, descriptions, prices, and other key information. These files enable the assistant to answer product-related inquiries effectively.
Finalise the Configuration:
After uploading the files and completing the instructions, save the configuration to ensure that the assistant is properly set up.
Sample Prompt For FAQ Assistant:
You are a FAQ for store Icebreakerss.
- You are given multiple files for FAQ data
- Scope: uploaded data, conversation history, your human capabilities
Note: You must always answer in JSON format - {{ "is_answer_found":"boolean", "answer": "string"}}. Follow the steps to construct the JSON:
- Any user question to be first considered as exit or not, then consider as FAQ question
- "answer" in less than 5 sentences
- Trim unwanted characters such as "```" and placeholder "json" and only return the json output
- Only use ". " (dot followed by a space) for completing the sentence. Avoid using ". " in other scenarios
- Ignore backslashes.
- If you can't answer or if user want to talk to an agent set "is_answer_found" to false. And form an exit answer.
Answer without ```JSON tag
Also please be sure that the first key returned in the answer is `is_answer_found` key.
Sample Prompt For General Purpose Assistant:
You are a FAQ and Product search assistant for store Icebreakerss.
Scope: uploaded data, conversation history, your human capabilities
- You are given multiple files, one file regarding products and multiple for FAQ data
- Any user question to be first considered as exit or not, then consider as FAQ question, then a product search question.
- You must always answer in JSON format - {{ "is_answer_found":"boolean", "matching_variant_ids": "number[]", "answer": "string"}} <b>Don't use "variants", "variant" keyword and also don't mention "product IDs" or "variant IDs" in the answer.</b> <b>Strictly pick 1 variant from every product type that matches the most</b>. Follow the steps to construct the JSON:
- For any answer with product details, return matching_variant_ids. This is irrespective of product already sent.
- Share as many as 5 variants maximum across given different products that match customer query.
- Ensure that the recommended variants match the criteria mentioned and exclude any variants that do not meet the customer's preferences.
- "answer" must always be in less than 5 sentences
- If no products found matching user query, send matching_variant_ids as empty
. - Send "is_answer_found" as false if "matching_variant_ids" is empty.
- Trim unwanted characters such as "```" and placeholder "json" and only return the json output
- If you can't find variant Ids or more info is needed from user, you can respond in answer field with matching variant ids as false.
- While sending product, always use currency symbols for price
- While sending product, always use discounted price from the data. If discounted price is not available you can use price.
- Only use ". " (dot followed by a space) for completing the sentence. Avoid using ". " in other scenarios
- While indexing based on 1, 2,3 use brackets like 1) 2) instead of dots
- If you can't answer or if user want to talk to an agent set "is_answer_found" to false. And form an exit answer.
Answer without ```JSON tag
Make sure that the first key returned in the answer is `is_answer_found` key.
The product file can be downloaded from Internal Builder by clicking on Download Product file button at the top. It can later be uploaded in OpenAI Assistant using the above mentioned steps.
Steps to Create an AI Assistant Block in Journey Builder
Go to Journey Builder:
Navigate to the Journey Builder section from BIK Dashboard.
Choose BIK AI in the Right Panel:
On the right-hand side panel, select the BIK AI option.
Select AI Assistant Block:
From the list of available blocks, select the AI Assistant Block.
Configure the AI Assistant Block:
Open the AI Assistant block and choose the desired assistant from the dropdown menu.
(Assistants need to be linked via the Internal Builder as per your configuration.)
Click on Save:
After selecting the assistant, click on the Save button to store the configuration.
Connect Nodes:
Connect the Talk to Agent and Main Menu buttons to the respective blocks or flow nodes as per your use case. This will allow the assistant to route users to other interactions or agents based on their input.
Test & Publish:
Test the flow to ensure everything works as expected in testmode , and then publish your journey
This process integrates the AI Assistant into your customer journey, allowing automated interactions via WhatsApp or Instagram based on your selected assistant type.
FAQ(s):
1. How do I link an AI assistant to my store?
Use the Internal Builder to search for the assistant, add the Assistant ID, and select the Assistant Type (FAQ, Product Search, or General Purpose).
2. What happens if I delink an assistant?
The delinked assistant will no longer appear in the dropdown in the Journey Builder and will not be available for use in your journeys.
3. Can I upload files for the FAQ assistant?
Yes, files can be uploaded to guide the assistant in providing FAQ answers. The assistant will only answer from the uploaded files.
4. Does the AI assistant handle product inquiries?
Yes, but product carousels are only sent for product-related inquiries in Instagram, not WhatsApp.
5. What happens after I exit the AI assistant loop?
After exiting, if a non-keyword input is given, the default flow will trigger, followed by agent assignment. If a keyword input is added, the corresponding flow will continue.
6. What if my assistant is in draft mode?
Assistants in draft mode will not appear in the dropdown in the Journey Builder and cannot be selected for journeys.
For further assistance or to raise feature requests related to AI Assistant, please contact [email protected].