With the AI Chat Receptionist, your business can engage in more conversations than ever across multiple channels without increasing your headcount. Your AI Chat Receptionist will chat live with website visitors, answer their questions, capture their contact information so you can follow up later, and turn them into a customer. They can even do this for conversations originating via SMS!
Goals and Instructions
The AI Chat Receptionist's primary goal is to capture lead information. It has been trained on your local website and has direct access to the Neighborly API connected with CES in order to deliver informed responses pertaining to service area and services provided.
Conversation Workflow
Your AI Chat Receptionist has been trained to follow a specific workflow designed by the leadership at Mr. Handyman:
- Start by answering any initial questions asked by the user
- Capture user information such as name and phone number
- Verify their zip code*
- Provide services based on their location*
- Inform the user that a team member will follow up for booking
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Send the lead & booking information to the Bookings page in ServiceTitan*
*Data Lookup: When the user provides their zip code, the AI Chat Receptionist pings the Neighborly endpoint connected with CES and uses the data found there to determine whether or not the user is in your business's territory. If the zip provided is in TAFTS, the AI will consider it within your business's territory by default. The AI Chat Receptionist also uses the data found in CES to inform it's answer regarding which services are provided within the service area in question.
Customizing AI Chat Assistant
You may add Additional Instructions or Knowledge Sources to further customize your AI Chat Receptionist.
Additional Instructions
- Additional Instructions should be used to add any additional instructions for your AI Chat Receptionist to follow. They are best treated additively (e.g. specify additional behaviors, additional questions to ask, additional helpful interactions).
- Using additional instructions to attempt to cancel out Brand level instructions or knowledge (including data from Neighborly CES) may result in unpredictable behavior as the AI will “decide” which instructions apply to a situation and may make different decisions case by case.
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Example instructions that you can use:
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Link sharing: Describe when the AI assistant should direct someone to a link, like if they want to book a meeting or create a support ticket.
- Ask additional qualifying questions, like if the user is the homeowner, or more details about their project.
- Adjust the assistant’s tone and personality, to match your brand voice.
- Localizations – for example, you could ask it to use British English instead of American English.
- Adjust the conversation flow, like ask for both the phone number and email address, or ask for the email address first.
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Knowledge Sources
- Knowledge Sources should be used to choose what information the AI assistant can reference when responding.
- Add relevant websites or text content that will assist the AI Chat Receptionist to answer frequently asked questions
Warning: These instructions will affect the main instructions and conversational behavior of your AI assistant. Make sure to test your assistant thoroughly after making any changes, because this has the potential for unintended consequences for your AI assistant’s behavior.
What happens after the conversation is over?
- If the user provided contact information:
- The AI Chat Receptionist summarizes the conversation and sends the lead directly to your ServiceTitan Bookings page
- Broadly will send you a notification of a new lead (notification enabled by default)
- To disable this notification, go to Administration> Notification Settings> Broadly Business App> Switch 'New Leads From Inbox' from Enabled to Disabled
- If the user did NOT provide contact information:
- The conversation gets stored in the 'Anonymous web visitors' section of your Business App's Inbox and it does not get sent to ServiceTitan