Persona	Experience Level
Marketing, Sales, Service	Beginner

What is AI in playbooks?

AI in playbooks allows Drift users to combine the intelligence of an AI model with the design capabilities of the playbook builder. This gives buyers a better experience while generating more efficient pipeline. Our AI base model is trained on two billion conversations to understand the most common things buyers say in chat, out-of-the-box. With customizable responses, common questions can be answered in your brand voice in any playbook, 24/7, saving the humans on your team for conversations with qualified buyers and customers. What’s more, you can use AI to listen across all your conversations to generate insights from the voice of the customer. If you want to go further, you can train custom AI topics to answer questions specific to your business.

What is the base model?

Drift’s out-of-the-box AI base model (available to FY22 Enterprise plan customers in the US) is pre-trained consisting of the most common topics, which are based on two billion conversations.  

• You can configure responses to these base model topics in your brand language. Note: Your bot will not respond to the topic until you add a response.
• When you turn AI on in a playbook, the bot will respond to an AI topic anytime it’s brought up in conversation. Your bot then continues down the path for that topic (see “How to use AI topics to branch in the playbook builder” section) or continues down the ‘All other responses’ path.
• Base topics are displayed with a topic description and three examples of the training data it is trained on.

Base model topics are marked with a lightning bolt icon under the ‘Examples’ column in ‘Library’ > ‘AI Topics.’

To configure responses to the base model topics, open a topic and complete the ‘How should your bot respond to this topic?’ section.


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