AI Auto-Responder
Guide to setup and train AI to respond on your behalf on WhatsApp
Overview
If you receive repetitive questions from clients that you would like to be answered automatically, Periskope’s AI Responder can handle it for you. Train this AI to answer important questions and increase your customer success efficiency.
AI Auto-Responder Demo
How to Enable Periskope AI Responder
Go to the AI Settings to enable AI Responder for your org
To enable the Periskope AI responder, go to the Settings page > AI Settings > Toggle Enable AI Responder
Enable AI Responder in the chat where you would like AI to respond
To start responding with AI, you need to turn on the AI responder in the sidepanel of the chat where you want to respond with AI
You must have AI Flagging enabled to turn on AI Responder
How to Train Periskope AI
Go to the AI Knowledge Base
To get started with training your Periskope AI, head over to Settings > AI Knowledge Base
FAQs vs Documents
You have two ways to train the AI: by setting up FAQs or uploading a Training Document
- FAQs: Better for handling specific questions and instructions to respond. (e.g. have AI ask follow up questions and debug an issue)
- Documents: Better for giving AI large contexts (e.g. for finding information about company services and answering a relevant question)
Structuring Your Knowledge Base
How to Structure FAQs
When creating FAQs, follow these best practices for optimal AI responses:
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Include Multiple Question Patterns
- Add various ways users might ask the same question
- Example for a pricing question:
Adding multiple questions to an FAQ for better identification
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Add Instructions for controlled AI Responses
You can guide the AI’s response behavior using special instruction blocks:
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Basic Instructions
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Conditional Instructions
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Follow-up Instructions
Add follow up instruction for multi-turn conversations if you wish the AI to follow up with different responses or escalate the issue by raising a ticket.
Yes, the AI responder can raise a ticket automatically to escalate an issue to a human! 😄
Adding multiple questions to an FAQ for better identification
How to Structure Documents
When uploading training documents, organize information for better AI comprehension:
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Topic-Based Paragraphs
- Group related information into single, focused paragraphs
- Keep each paragraph focused on one main topic
- Example:
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Hierarchical Information
- Start with general information
- Follow with specific details
- End with examples or use cases
How does AI know when to respond
For any flagged message sent by an external member, Periskope AI checks if:
- A relevant answer exists in the knowledge base for the questions asked
- No internal member has responded to the query
How to stop AI from responding
When the AI Responder is ready to respond or listening to the conversation you will see the AI button in the chat box along with a tag that says “AI is thinking…”. This means that the AI is either responding to a message or listening to the conversation and will respond to any future messages.
AI Activation State
If you wish to stop AI from responding to the chat for the current conversation, simply hover on the AI button and click it to take over the conversation. The AI will activate again when a new message gets flagged in the conversation.
The AI is also interjected when an internal member responds to the conversation where the AI is in Thinking state.
Take over AI