Persona	Experience Level
Service	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
• Service 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  'reset’ AI topic can require a different response for a user who forgot a password vs a user who forgot their username.

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

Service Use Cases

When creating conditional responses you want to ensure you focus on your most frequent asked questions.  If you're new to Drift, you can obtain this information from your ticketing system, or utilizing your knowledge base search results.  Once you have this intel, you can start building your topics and responses to correlate.  

For example, a common situation in the tech industry is a password reset.  This would be something you can create a response for to help your customers self serve.  Or if your users report specific error codes, you can generate responses to provide details as to what those error codes mean.

For service use cases, or if you expect your site visitors to ask customer support questions; it's suggested to use  to use your help documentation and knowledge base articles to build custom topics and provide uniform answers to these topics.  You can also use the metrics of your own knowledge base platforms to determine your most viewed topics to and create conditional responses which lead the end user to those articles, or even direct them to community support pages to ease the burden on your support staff.

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