Description: Advanced tool for creating, configuring, and managing virtual assistants based on artificial intelligence, capable of interacting with customers across multiple channels and learning new information.
What is it for? (Practical examples)
Use the AI Chatbot Builder to:
- Automate Customer Support: Instantly answer frequently asked questions (FAQs) 24/7, reducing your staff's workload.
- Centralize Company Knowledge: Upload documents, manuals, and internal resources to allow the chatbot to access accurate and up-to-date information.
- Manage Complex Conversations: Configure the chatbot to perform specific actions (e.g., create a ticket, book an appointment) or to hand over the conversation to a human operator when necessary.
Main Features
- Custom Instructions (Prompts): Define the identity, attitude, and behavior rules of your virtual assistant through detailed instructions. A Prompt Library is available to quickly start the configuration.
- Data Source Integration: Connect the chatbot to internal modules (e.g., customer databases, price lists, knowledge bases) to provide it with real-time information.
- Testing Playground: A simulation environment that allows you to test the chatbot's behavior in real time, simulating conversations with text and attachments before making it public.
- Continuous Learning: The chatbot can automatically learn from new interactions or request the intervention of a human "Tutor" when it cannot respond, then memorize the correct answer for the future.
- Learned Response Management: Monitor and approve/disapprove automatically learned questions and answers to maintain control over the quality of the information provided.
- Multi-Channel: Activate the chatbot on various communication platforms (website, email, social media, etc.) with specific configurations for each channel.
How to Configure
The chatbot configuration is divided into several sections (tabs):
1. Chatbot Data (General Settings and Knowledge)
| Option | Description |
|---|---|
| Chatbot Name | The identifying name of your virtual assistant. |
| Status | Enable or disable the chatbot. |
| Attitude / Identity | Define the tone (e.g., formal, friendly) and whether it presents itself as a "Virtual Assistant" or "Human." |
| Instructions (Prompt) | The main field where you provide the AI with detailed instructions about its purpose and rules to follow. |
| AI Model | Choose the artificial intelligence model to use (Standard or High-Performance). |
| Retention Time | Specify how many hours the chatbot should retain the memory of a conversation. |
| When an Operator Responds | Defines whether the chatbot should continue responding or stop when a human operator intervenes in the chat. |
| Response Speed | Set a delay (minimum and maximum in minutes) to simulate human response time. |
| Response Conditions | Allows setting specific rules for the chatbot to respond only if a certain condition is met (e.g., "Respond only if the user asks about X"). |
| Information Sources | Select internal modules and databases from which the chatbot can read data (e.g., product price list, knowledge base articles). |
| Executable Actions | Select operations the chatbot can perform (e.g., create a new customer, open a support ticket). |
| Additional Resources | Add custom Question and Answer (Q&A) pairs that the chatbot must know. |
| Documents | Upload up to 5 files (PDF, TXT, images, etc.) to use as a knowledge base for responses. |
2. Origins (Communication Channels)
This section allows you to select the communication channels (e.g., Website Chat, WhatsApp, Email) on which the chatbot should operate.
- Activation: You must activate at least one origin to save the chatbot configuration.
- Specific Configurations: Some origins require additional settings, such as specifying which module or entity to connect to (e.g., if the origin is a contact form, you may need to specify which form).
- Additional Integrations: Some more complex channels may have secondary integrations that you can enable or disable separately.
3. Conditions (Access Limitations)
This tab allows you to define complex rules to limit the chatbot's activation.
- Limit to Certain Customers Only: Using the query builder, you can define who can interact with the chatbot (e.g., only customers with an active subscription, only users from a certain geographic area). If the conditions are not met, the chatbot will not activate.
4. Learning
- Tutor: Configure a contact (selected from the customer/user database) who will act as a human fallback resource. If the chatbot cannot find an answer, it will contact the Tutor via the chosen method (e.g., email, chat) to obtain the information, memorize it, and then respond to the customer.
- Self-Learning: Enable automatic learning to allow the chatbot to memorize new questions and answers during conversations.
- Synchronization: The "Sync Data" button forces the update of the chatbot's knowledge base.
- Learned Questions List: Displays learned questions. You can manually approve or disapprove each Q&A pair to ensure the accuracy of future responses.
Automatic Integrations
Conversation History
If the chatbot is active, a dedicated tab shows the complete history of all conversations managed by that virtual assistant. This allows you to monitor:
- Subject and Customer: Who interacted and on what topic.
- Origin: The communication channel used (e.g., Web Chat, Email).
- Responses: The number of responses provided by the chatbot in that specific conversation.
- View: A direct link to the full conversation in the Messages module.
AI Key Management
The system requires the use of an AI Model. Through the "Manage Keys" link in the configuration, you can access the module to connect the necessary credentials (API Key) for using artificial intelligence.
Key Differences
This tool is specifically designed to create a conversational Virtual Assistant that uses AI to respond dynamically and access complex data sources. It is not a simple system of pre-programmed FAQs but an entity that learns and interacts based on the provided instructions.
