There are times when you want customers to reach answers directly. For example providing information on shipping charges, order tracking page etc. In order to achieve this you can have customers jump to Message and Question nodes based on their free text input.
Our AI will match the customers query to an intent and then within the intent flow look for answers that can be reached. The answer which our AI engine deems as the most relevant will be jumped to and presented to the customer in the conversation.
Enabling AI on Nodes
On the Question and Message nodes you will have an option to enable "Suggestions and AI" on the right side. Click "Edit" to setup the AI for the node.
You can give a custom Label for the node which is used for clarifications and suggestions. To help AI bootstrap you can provide a few sentences representing how customers can reach this node.
When you Save the AI model will take these additions into account and then make the node reachable via utterances done by the customer.
In the flow Questions/Messages reachable via Suggestions/Intents are annotated as well.
In the above screenshot Returns node is reachable via AI and Exchange node is reachable via an AI intent and suggestions to customers.