Workflow Action: Conversation AI

Conversation AI refers to the use of artificial intelligence to manage and streamline conversations between a bot and users, providing automated, intelligent responses that mimic human interactions. This technology enhances customer service by handling queries, collecting information, and guiding users through processes efficiently.

The Conversation AI workflow action now includes a Skip Action option. This enhancement allows the bot to skip asking a question if the answer already exists in the conversation history, ensuring smoother and more natural interactions.The article will discuss following features in detail: 

• Skip Action Option: The bot will not ask a question if the answer is already present in the conversation history.

• Automatic Branching: The contact will be pushed to the relevant branch/condition based on the existing answer.

How to Use

1. Access Workflow Actions: Navigate to Automations, create a new workflow or edit an existing one and then search for the Conversation AI workflow actions in the workflow builder.

1. Enable Skip Action:

   • Locate the question in your workflow.

   • Toggle the "Skip if Answered" option to On.

1. Configure Branches:

   • Set up the relevant branches/conditions that the bot should follow if the answer is already known.

1. Save and Test: Save your workflow and test it to ensure the bot behaves as expected.

Example Use Case

• Favorite Color Question: If a user has previously answered "What is your favorite color?" with "blue," the bot will not ask this question again and will proceed to the next relevant question or action.

FAQ

Q: What happens if the answer is not found in the conversation history? A: If the answer does not exist, 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 toggled off if you prefer the bot to ask the question regardless of previous answers.

Q: How does this feature impact branching conditions? A: The bot will automatically push the contact to the relevant branch/condition based on the existing answer, streamlining the workflow.

Note

To maximize the effectiveness of the Skip Action option, regularly review and update your workflows to ensure they align with common conversation patterns and user behaviors. This will help maintain a natural flow and improve the overall user experience.