The AI Reply block in Journeys, similar to the "Help Me Write" feature in Helpdesk, allows for automated responses based on customer messages.
Reply: Personalise automated replies
Enable AI to generate unique and personalized replies for each user for frequently asked questions, enhancing engagement and satisfaction.
Steps to Add an AI Reply Block:
1. Open the Desired Flow:
Navigate to the flow where you want to add the AI block.
2. Select the AI Block:
Look for the "BIK AI" option in the right-hand tab and click on it.
Select the "AI Reply" block and add it to your flow.
Configure the AI Block:
Click on the newly added AI Reply block to begin configuration.
Add the variable which holds the customer's query in the AI Reply block
Data Sources:
Selecting Data Sources:
Choose the data sources from which the AI should generate a reply.
The data sources can be of different intents like :
Store Information
Contact Information
Store Location
Shipping Policy
Return & Refund
Product Customisation
Payment Methods
Sales & Offers
Sales & Offers Issues
Order Cancellation
Order Enquiry
Order Modification
Subscription Enquiry
Collaboration
Configuring Fallback Responses:
If no response is found in the selected data source, the AI will check other data sources.
If no response is found across all data sources, you can configure a fallback node to execute an alternative action.
Using the AI Response:
The response generated by the AI block is stored in a variable.
This variable can then be used in a message block to send a reply to the customer.
This feature is only available in WhatsApp and Instagram channel and not for comments and email.
For each response generated 1 BIK AI credit will be deducted i.e., 1 Response = 1 Credit.
FAQs
1) What happens if the AI block cannot find a response in the selected data sources?
If the AI block cannot find a response in the selected data sources, it will check other data sources if configured.
If no response is found across all data sources, you can configure a fallback node to execute an alternative action or provide a predefined fallback response.
2) Can I customize the fallback response for the AI block?
Yes, you can customize the fallback response. If the AI block doesn't find a suitable response in any data source, you can configure a fallback node to provide a predefined response or take another action.
3) Can I use multiple AI Reply blocks in a single flow?
Yes, you can use multiple AI Reply blocks in a single flow to handle different types of customer inquiries and scenarios. Each block can be configured individually to address specific needs.
For further assistance or to raise feature requests related to AI reply in journeys in BIK please contact [email protected].