AI Auto-Responder

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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.

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How to Enable Periskope AI Responder

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How to Train Periskope AI

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Structuring Your Knowledge Base

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How to Structure FAQs

When creating FAQs, follow these best practices for optimal AI responses:

1. Include Multiple Question Patterns

   • Add various ways users might ask the same question
   • Example for a pricing question:
     Copy

     Q: How much does your service cost?
     Q: What are your pricing plans?
     Q: Can you tell me about your subscription fees?
     A: Our service has three tiers:
     - Basic: $10/month
     - Pro: $25/month
     - Enterprise: Custom pricing
     

   Adding multiple questions to an FAQ for better identification

2. Add Instructions for controlled AI Responses

You can guide the AI’s response behavior using special instruction blocks:

• Basic Instructions

  Copy

  <INSTRUCTION>
  Ask for the user's account email before providing specific account details
  </INSTRUCTION>
  

• Conditional Instructions

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  <INSTRUCTION>
  If user mentions error code, ask for screenshot before troubleshooting
  If user asks about pricing, confirm their region first
  </INSTRUCTION>
  

• 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! 😄

  Copy

  Hi! Please try refreshing the screen, if that doesn't work 
  please go to the **Help** button on the topbar and 
  click on **App Slow** and then Reset the data.
  
  <INSTRUCTION>
  After providing initial solution:
  1. Ask if the solution worked
  2. Request feedback if resolved
  3. Offer to raise a ticket if not resolved
  </INSTRUCTION>
  

  Adding multiple questions to an FAQ for better identification

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How to Structure Documents

When uploading training documents, organize information for better AI comprehension:

1. Topic-Based Paragraphs

   • Group related information into single, focused paragraphs
   • Keep each paragraph focused on one main topic
   • Example:
     Copy

     [Product Features]
     Our platform includes real-time analytics, custom reporting, and team collaboration tools. All features are accessible through our dashboard and come with detailed documentation. The analytics module provides instant insights into customer behavior and engagement metrics.
     
     [Security Measures]
     We implement industry-standard encryption for all data transmissions. Our servers are hosted in ISO-certified data centers with 24/7 monitoring. We conduct regular security audits and maintain SOC 2 compliance.
     

2. Hierarchical Information

   • Start with general information
   • Follow with specific details
   • End with examples or use cases

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How does AI know when to respond

For any flagged message sent by an external member, Periskope AI checks if:

1. A relevant answer exists in the knowledge base for the questions asked
2. No internal member has responded to the query

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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.

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.