AI Agent (New Branch): When AI unable to answer to Contact
Business Problem Our current AI Agent Workflow Step occasionally encounters queries that it cannot answer, either due to their complexity or because they fall outside its programmed knowledge base. In these instances, the AI lacks a clear pathway to handle such unanswered queries effectively, potentially leading to customer dissatisfaction. Desired Outcome Introduce a new branch to handle cases where the AI cannot provide a response to a query. Users can configure the handover using the branch.
AI Agent (New Branch): When Contact Asks to Speak to Human
Business Problem Our current AI Agent Workflow Step lacks the capability to seamlessly transfer a contact to a human agent when the Contact requested for a human agent. This limitation can lead to customer frustration and dissatisfaction, especially in complex or sensitive situations where human intervention is preferred. Desired Outcome Introduce a new branch that executes the next Workflow Step when a contact explicitly requests to speak to a human. Users can configure the handover using the branch.
AI Agent (New Objective): Get Customer Information
Business Problem: Our current platform lacks the feature to efficiently gather and verify comprehensive customer information. This limitation leads to a manual and time-consuming process for collecting and analyzing customer data, hindering the ability to quickly understand the customers and provide tailored services to meet individual needs and preferences Desired Outcome: Implement a new AI Agent objective that automates and streamlines the process of collecting and verifying customer information. Workaround: Use Ask A Question Step to ask for customer information.
AI Agent (Settings): Custom persona
Business problem: Currently, there's a lack of flexibility in altering the AI's persona in an AI Agent. This rigidity prevents businesses from fine-tuning the AI personality to respond in their unique brand voice. Desired outcome: For Respond AI, it's crucial to empower businesses with the ability to modify these persona settings in AI Agent. This enhancement will serve multiple purposes: Consistency in Interactions: It ensures uniformity in the quality of responses during customer-to-AI engagements, particularly for queries that demand greater accuracy and reliability. Brand Voice Representation: By enabling an AI to consider the business's brand voice, it can foster more relaxed, upbeat, and human-like dialogues with customers, mirroring the company’s brand essence more effectively. Context-Specific Custom Responses: The AI can be programmed to produce more stimulating and contextually relevant content or answers, aligning with the business intention for the AI Agent. For example, AI Agent can reaffirm that the conversations are secured at any point of time, or to reaffirm that the AI Agent is the company's virtual assistant. Platform limitation: As of today, only AI Assist has a custom persona setting. AI Agent has a default persona but it is not accessible by the business
Contacts: Prevent duplicate contact created for Mexican WhatsApp numbers
Business problem: When contacts from Mexico are added, and the added number does not have the digit "1", an area code, after the country code "+52", a duplicate contact is then created even when a WhatsApp template is sent to the contact first. Desired outcome: When a Mexico contact is added, automatically check if there is a digit "1" after the country code "52". If not, automatically add the digit "1" after the country code "+52". This is a requirement from WhatsApp for all Mexican WhatsApp numbers added. Workaround: Manually add a "1" after the country code "+52" for all the numbers being imported into the platform. The final number should look like this: +521 XXX XXX XXXX.
Workflows: Trigger Workflow based on keywords / phrases
Desired outcome Enable a new trigger to start workflows based on the Contact's messages with conditions based on keywords or phrases. Workaround Filter by incoming message using the Branch step. https://help.respond.io/l/en/broadcasts/workflow-based-on-broadcast-response
Respond AI: Allow Respond AI Credit Top Up
Business Problem : Customers are currently unable to increase their Respond AI Credits, and are required to wait until the next billing cycle. Desired Outcome : To enable customers to top up their Respond AI Credits, providing them with the option to increase their credit balance.
Chat Import: Import Chat History from WhatsApp or WhatsApp Business
When migrating from WhatsApp Business App to WhatsApp API it would be awesome if you could import your existing conversations so you don't need to start from scratch.
Messages: Filter conversations by unread and unreplied messages
When there are too many messages coming in, sometimes it's difficult to find out if the team is responding and reading all the conversations. It would be good if we can filter out all conversations that we haven't replied to.
AI Agent (New Objective): Check Product Availability
Business Problem Currently, our platform lacks a dedicated feature for efficiently checking product availability (Stock inventory checking). This gap leads to challenges in inventory management, potential over-selling, or missed sales opportunities due to lack of real-time stock visibility. Sales and customer service teams may not have immediate access to up-to-date inventory information, impacting their ability to serve customers effectively. Desired Outcome AI Agent 'Stock Check' objective that provides real-time visibility into inventory levels. This feature should enable quick and accurate stock level checks, helping in better inventory management, preventing stock-outs or overstock situations, and enhancing customer service by providing immediate and accurate stock information.