Persona	Experience Level
Sales	Intermediate

 

Prerequisite:

Before reading on, it’s important to understand what AI is in Drift and how to use it in your playbooks.  We suggest reviewing the following pages before moving on:

What is Conversational AI
How to review conversations with AI
How to turn on and use AI in your playbooks

In this article, we'll go over:

• How to use conditional responses in Custom AI topics
• Sales Use Cases

How to use Conditional Responses in Custom AI topics

You can use conditional responses for custom topics that require different responses based on keywords in the site visitor’s message. Conditional responses allow you to define a default response, keywords to listen for, and a specific response if the site visitor mentions those keywords.   

• For example, a ‘discount’ AI topic can require a different response for a healthcare discount vs. a student discount.  

When creating a custom topic, simply populate the default response and customized response for desired keywords as shown below.

Sales Use Cases

Using AI can help shorten the purchasing lifecycle by providing quick responses to some of the most common questions asked during sales conversations.  If you are an existing Drift user, looking through chat transcripts can help you figure out what your customers are asking about. Remember that it’s best to search for patterns (i.e. questions that are asked repeatedly, by multiple customers) rather than adding every question a customer has ever asked. A bonus is that you can use the exact phrases your customers have used in Live Chat as training data for your custom AI topics.

If you are new to Drift or don’t have any chat data yet, you can also take a phased approach to Conversational AI by adding AI to the hook of one or more high-traffic playbooks. (The hook is your bot’s first message to the site visitor.) This will let your bot collect information on what your customers are really asking for/about and let you build your topic library accordingly.

You’ll find the information your bot collects in AI Conversation Insights (which live in the Discovery tab of your AI topic library). Here you’ll see topic suggestions and examples pulled from real conversations your site visitors are having with your AI bots. You can use these insights to create new custom topics or improve existing ones.

 

For further info on Conversational AI you can return to our Understanding Drift AI in Playbooks landing page.