So, you’ve made the pivotal decision to set up our new AI Webchat feature for your business’s website. (Or maybe you haven’t yet– click here to read a blog about why you should.) As a result, you’re not just offering your customers a new way to connect—you’re giving them a 24/7 direct line to your business. Kudos to you! This blog was written to serve as a guide to walk you through your upcoming experiences with our AI Webchat: how to set it up, how to make changes, and how to continually improve your customers’ experiences with it. Feel free to refer to this guide when you’re getting started or any point in time throughout your experience with our new AI Webchat feature. Let’s get to it!
Key Insights Before You Start
Getting Started with AI Webchat
Fine-Tuning Your AI
Before you start setting up your AI Webchat, there are a few key things to know. Understanding this information will not only make the setup and customization process smoother for you, but it will also ensure the best possible experience for your customers when they use the chat.
Your AI will understand a lot about the inner workings of your business once you input your website (more on this later), but it won’t understand everything right off the bat. It’s important to understand that it is people who made AI, and it is people who make this technology as smart and responsive as it is. (When you have your own AI Webchat, you’ll be one of those people!) That being said, over the course of time, you may have to make tweaks here and there to your AI’s script so that it can generate the best possible outputs for your inquiring customers. As your business grows and changes, so will your AI.
Again, it is people who make AI as smart and responsive as it is; the information you receive from an AI’s output is information that was input by a person. With this in mind, it’s important to note that the more data you feed your AI, the better. Your AI Webchat only knows what you share with it, so the more details you include about your business, the more it will understand– and the more customer queries it will be able to answer. In sum, there’s no such thing as “TMI” when it comes to your AI.
It’s not just what you say– it’s how you say it. This applies to everyday, real-life conversations, and it also applies to your AI Webchat. Whether that’s professional, friendly, or casual, you’ll want to get the tone of your AI just right so that customers feel like they’re speaking with a seamless extension of your business. Think about the voice of your brand, and be sure to implement the tone you want it to respond with.
The first step to having your own AI Webchat on your website is visiting our AI Webchat Playground. It is there that you will begin the process of setting up and educating your AI Chat.
When you first get to the page, you’ll be prompted to enter your website. Don’t just enter your company’s name– copy the URL link of your business website’s homepage and paste it into the box. Then, press continue. From there, the AI Webchat’s technology will crawl your page for relevant information about your business. (This process takes all of a few seconds.) As it skims through your company’s website, it will get a thorough understanding of your business’s offerings.
Once it’s through, it will present you with a summary of your business. Read through the summary for accuracy, and make sure it reflects the most important parts of your business. Make edits to the text if need be, then press continue.
Based on the summary that was previously submitted, the AI will generate a series of questions about the details of your business. The questions you’re presented with are questions that the AI presumes customers might want to ask on your website.
If you don’t feel the questions it’s asking you are important– or if there’s no answer to them– you’re welcome to skip them. Still, just remember: the more information, the better. All of the information you input here can be changed whenever you want.
From here, the AI will generate what it assumes your answer will be– based on everything you’ve input so far– to the question, “What is the overall goal of your conversation?” This will present itself as editable text about how it expects you’ll want it to exchange with your customers.
This is where you define what AI should help with, along with your brand’s personality and tone. Maybe you want AI to “act as a customer representative for your business” or maybe you want it to “slowly guide customers towards booking a service through your website.” Maybe both. Feel free to change anything that’s generated or add additional information.
Once you press continue, you’ll be able to test out your AI Webchat by asking questions about your business. You’ll notice that the fields on your screen– labeled “Basic Info,” “Company Overview,” “About Us,” and so on and so forth– have all been automatically filled in. (These answers are based on the conversation you just had with an AI!)
As you test out your AI, you’re welcome to make changes or add more to the fields as you see fit. Whatever outputs you see will be exactly how it will respond on your website. Additionally, you can also play around with the aesthetic of your AI Webchat by pressing “Edit logos/color” to see exactly how it will look on your website. (If you need additional help, you can always reach out to us whenever you need!)
From here, book a consultation with Jed (our AI Webchat expert) to get your Webchat on your site! Usually on the same day as your consultation– but no later than the next business day– our AI Development Team will send over the code embed they create for your website. From there, we’ll send over your code– and you can have your AI Webchat up and running in no time.
Once your AI Webchat is live, the journey doesn’t end there—it's only just beginning! As your customers start interacting with your AI, you’ll gain valuable insights into how they engage with it, what questions they ask, and what areas might need improvement. Fine-tuning your AI Webchat is an ongoing process, and the best part is– it’s easier than the initial set up.
Once you have your AI Webchat on your site, you’ll gain access to your own personal AI Dashboard. Changes can be made there by “reporting a chat” or by getting in touch with Jed. These changes can also take place within the same day.
Your AI Webchat dashboard will provide a wealth of information about customer interactions. By regularly reviewing chat transcripts and analyzing user behavior, you can pinpoint patterns, frequently asked questions, and any gaps in the AI’s responses.
Using these insights, you can refine responses, add missing information, and improve the overall flow of conversations. This ensures your AI Webchat continues to provide accurate, helpful, and relevant responses to customer inquiries.
As your business evolves, so will your offerings, policies, and customer needs. Keeping your AI Webchat up to date with the latest information ensures that it remains a valuable tool for your customers. Whether you need to update pricing details, reflect seasonal promotions, or introduce new services, your AI Webchat should always be aligned with your business’s latest developments.
By implementing AI Webchat on your website, you’re taking a significant step toward enhancing customer communication and streamlining interactions. But remember, the key to long-term success is continuous improvement. With regular monitoring, thoughtful updates, and customer feedback, your AI Webchat can evolve into an invaluable asset that not only answers questions but also builds trust and drives conversations.
Remember that you’re never alone in this journey. Whether you need assistance with setup, fine-tuning, or troubleshooting, our team is here to support you every step of the way.