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      Conversation AI - Explained

      The Conversation AI is an advanced feature that leverages AI technologies to enhance customer interactions with your business

      Updated: February 17, 2025

      Vintory charges fees for the usage of our Conversation AI model. These are part of our ongoing effort to maintain and improve the quality of these communication channels. Please reach out to support for further information

      • Conversation AI Modes and settings
      • Supported conversation channels
      • Training the Conversation AI Bot
      • Configuring Bot's Intent
      • Testing the Bot (Bot Trial)

      Conversation AI Modes and settings

      The Conversation AI bot has 3 modes for your account:

      1. OFF - This is the default mode where the conversation AI feature is inactive. Bot training and bot trial are still active to train and test the bot before launching the bot
      2. Suggestive - The bot responses are available inside the message composer box for the sub-account user to send as is or edit before sending.
      3. Auto-pilot - The bot automatically responds to a contact on behalf of the business.

      Supported conversation channels

      You can select which channels you'd like the bot to communicate through by going to "Settings" > "Conversation AI" and adding the channels via the "Supported Channels" dropdown:

      The bot currently supports the following channels:

      • SMS
      • Facebook
      • Instagram
      • Web Chat (SMS Chat)
      • Live Chat
      • GBP (Google Business Profile)

      CA1

      Training the Bot

      There are 2 ways to train your bot in the "Bot Training" section of the Conversation AI settings page in your sub-account settings:

      • Through web URLs and public links
      • Adding Question and Answer pairs

      CA2

      Configuring Bot's Intent

      Currently, there are 2 intents supported by the bot:

      1. General Support or Q/A - Provides information to the contact's queries based on the training information
      2. Appointment Booking - Ask a few questions (customizable) and then book an appointment on the calendar.

      Note: If an appointment for a contact is already booked i.e. in the Active/Confirmer state, the intent will dynamically switch to General support for that contact till the appointment is either completed or cancelled

      Testing the Bot (Bot Trial)

      • The intent to test can be selected from the dropdown and the bot will respond to you the same way it will respond to a contact
      • Feedback can be provided by using the "Thumbs Up and Down" under each bot's response to fine-tune and add FAQs to be trained