Welcome to the ultimate guide for our new AI chatbot. In this guide, you will learn how to set up and make the best use of your AI chatbot.
Step 1: Create your AI-Assistant in settings
In the first step, we will create and test the AI-assistant. In the second step, we will then make it available to our customers in an automation.
First, navigate to the Superchat settings and click on the "AI Chatbot" tab on the left side, then click on "New AI Chatbot".
1. Give your AI-Assistant a Name
Choose a name for your AI chatbot. This name is for internal purposes only.
2. Define the Prompt
The prompt is the instruction for your AI chatbot. Here, you specify what the chatbot should do and how it should behave.
Clearly define your chatbot's tasks to ensure it can provide relevant and helpful responses.
Determine the character traits of your AI chatbot.
Blueprint Prompt:
You are an XXX. Your task is to XXX. You are always friendly and competent.
Either: Your name is XXX. Do not present yourself as a chatbot. Always introduce yourself personally with your name, so the end customer knows who they are chatting with.
OR: Present yourself as a chatbot named XXX that helps quickly finding the right answers or gathering information. Inform the contact that they can always speak directly to a human employee by asking. The conversation will then automatically be assigned to an employee, though current wait times are 30–45 minutes.
If you do not immediately recognize which language the contact speaks (e.g., from a "Hey"), assume by default that the contact speaks English. If the first message does not make sense, politely ask how you can assist the contact. Address the contact by their name if you know it. Remember that you are communicating with the contact via WhatsApp and other messengers. Keep your messages short and precise, and always respond concisely. Feel free to use emojis in moderation to make the messages more personal. Avoid lists and other formats that quickly reveal it is an AI response.
Only respond to relevant questions about XXX and the subject area of XXX. For all other questions, inform the customer that they are not within your area of responsibility. If the contact asks about you personally, deflect and instead ask how you can help.
If working with knowledge (retrieval data), never refer to the files.
3. Upload Knowledge (Optional)
Upload knowledge that your AI chatbot needs to respond correctly to customer inquiries, or make the data on your website accessible to your chatbot.
We support the following file types: .pdf, .txt, .json, .document, and .sheet.
Each file can be up to 25 MB in size.
4. Test and Adjust Your Chatbot
Test your AI chatbot in our test environment.
Adjust it to your liking until you are satisfied.
Once everything is set, you can easily integrate your AI chatbot into one of your automations and make it available to your customers (more on this in Step 2 below).
Not satisfied with your AI chatbot's responses? No problem, we are here to help. Here are some tips to significantly improve your chatbot's answer quality.
What to do If the AI Chatbot's responses are inaccurate or even incorrect?
The quality of the chatbot's responses largely depends on the data you provide. If the data is well-structured and clear, the AI chatbot will be able to answer almost all questions flawlessly. However, if your data contains gaps or contradictions, errors may occur. Therefore, we recommend providing your data in the form of question-answer pairs.
Example:
How long is the delivery time?
Within Germany, delivery can take 3-5 business days. Within Europe, it can take up to 10 business days.
What is the return policy?
You can return items within 14 days of receipt without giving any reason. The items must be unused and in their original condition. To initiate a return, please contact our customer service, who will provide you with a return label. Once we receive and inspect the return, we will refund the purchase price to your original payment method. Return shipping costs may apply unless otherwise stated.
This way, you can continuously train your chatbot by adding data where it previously performed poorly or incorrectly. With this approach, you should be able to answer up to 95% of all inquiries accurately within a short period. We recommend regularly maintaining and improving your chatbot's knowledge.
What to Do If the AI Chatbot Does Not Behave as Desired?
The behavior of your AI chatbot is heavily influenced by your prompt. It requires patience and fine-tuning to achieve the desired result. Therefore, we recommend using the test environment in the setting section to test the chatbot from the perspective of your end customers after creating it. Try to push the chatbot to its limits and consider all scenarios. Below is an example problem and how to solve it with a prompt.
Example 1:
Problem:
If the customer asks about things outside the chatbot's responsibilities, it still responds. For example, if the customer asks about the weather, the chatbot gives an answer, even though it is not responsible for that.
Prompt: Only respond to relevant questions about XXX and the subject area of XXX. For all other questions, inform the customer that they are not within your area of responsibility.
Step 2: Add Your AI-Assistant to an Automation
Lastly, we need to integrate the AI-Assistant we just created into an automation. Here we will briefly discuss the settings you can configure at the node.
Message: Select the message that the AI-Assistant should receive first, e.g., the message from the trigger "Incoming Message" or from a "Wait for Response" action. Pro tip: If the message does not make sense, add the following to the AI-Assistant prompt: "If the first message doesn't make sense, ask the contact how you can assist them."
AI-Assistant: Simply select the AI-Assistant with which the contact should interact.
Run Instruction: Provide your AI-Assistant with additional instructions alongside the prompt. This allows you to fine-tune your AI-Assistant and better prepare it for specific scenarios. Pro tip: You can also use variables to pass contact details, order numbers, or other information to the AI-Assistant.
User Input Timeout: Define how long the AI-Assistant should wait for a response from the contact. If the contact does not respond within this period, we proceed to the next action or end the automation.
Human Handover: We automatically detect when the contact indicates they no longer want to chat with a chatbot. You can then follow up by assigning the conversation to a human employee.
Automatic Conversation Detection: We automatically recognize when a conversation has ended. This is particularly useful in support cases when the AI-Assistant has resolved the issue. The AI recognizes the end of the conversation, allowing you to mark the conversation as completed in the next step.
Example Automation
Below is an example automation for a support AI-Assistant. This chatbot takes over after business hours when human support staff are no longer available. Additionally, we have implemented the human handover. If the contact requests human assistance, we respond that we will connect them with an employee and assign the conversation to a support staff member who can respond the next day. If the contact's issue is resolved by the AI-Assistant, the conversation is automatically marked as completed to keep the inbox organized.
Best practices
You can use the AI-chatbot in any scenario. Just give the suitable prompts to the AI and provide enough context. The AI might be a travel agent, working as a receptionist, it can qualify leads or deal with applicants.
Questions About Data Privacy
Data privacy is our top priority. Therefore, we have ensured that our product, including our AI-Assistant, remains compliant with data protection regulations. If you have questions about data privacy, you can find all important information and answers to frequently asked questions here.
Exchange ideas with experts from your industry in our community. This is the best place to gather initial ideas, especially at the beginning:
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