Activechat Manual
  • What is Activechat?
  • New? Start here
    • The basics
    • Set up your first project
    • Install the chat widget
    • Upload the knowledge
    • Explore the CRM
    • AI-assisted live chat
      • How to set context for AI hints
    • Live chat mobile app
    • Build your first automation
  • Conversational AI
    • For Customer Service Teams
    • For Product Managers
    • For Innovation Teams
    • For Marketers
    • For e-commerce
    • For developers
  • Help Guides
    • Setting up your team
    • Managing conversations
      • Customer attributes
      • User tags and segments
      • Searching for specific users
      • Agent tags (live chat groups and queues)
      • Triggering live chat sessions from the bot
      • Notifications with the TRIGGER block
    • Managing knowledge
      • Uploading business data
      • Question answering and live chat hints
      • Fine-tuning the large language model
    • Natural language automation
    • Building automations visually
      • Customizing your welcome message
      • Adding new skills
      • Navigating skills
      • Copying skills and blocks
      • Handling errors
    • Improving your virtual agent
    • Using live chat AI hints
    • Customizing automatic website page messages
    • Tracking website actions
    • Facebook Ads automation
      • How to set up a Facebook ads bot
      • How to use buttons and quick replies in a Facebook ads chatbot
    • Lead generation
    • Zapier integrations
    • Customizing your project
      • How to customize the chat widget
      • How to customize the Facebook chat widget
      • How to change bot settings
    • Pricing guide
  • Fundamentals
    • Terminology
      • Intents and entities
      • Contexts
      • Skills and events
        • Built-in system skills
          • /start
          • /default
          • /_default_fallback
          • /_start_live_chat
          • /_page_visit
          • /_error
      • Conversation elements
        • Messages
        • Buttons
        • Quick replies
        • Galleries / carousels
    • Messaging channels
      • Website chat widget
        • Installation
        • Customization
        • Voice input
      • Chat widget landing page
      • Facebook Messenger
        • Connect your page
        • 24 hour rule
        • Message tags
        • Persistent menu
      • Telegram
      • Email
      • Twilio SMS automation
    • Intents and bot skills
    • Conversation insights
    • Grow tools
      • Landing pages
      • Messenger links and QR codes
    • Broadcasting
  • Visual builder reference
    • Sending messages
      • TEXT
      • LISTEN
      • IMAGE
      • MEDIA
      • GALLERY
      • FILE
      • EMAIL
      • SMS
      • LEAD
    • Triggering events
      • SEND
      • CATCH
      • TRIGGER
      • LIVE CHAT
    • Manipulating data
      • DATA
      • ADD TAG
      • REMOVE TAG
      • JSON
      • STATUS
      • VALIDATION
    • Conditional logic
      • SWITCH
    • Timers and delays
      • TIMER
      • WAITFOR
      • WAITUNTIL
    • E-commerce blocks
      • CATEGORY
      • PRODUCT
      • VARIATIONS
      • SIMILAR
      • UPSELLS
      • CROSSSELS
      • Shopping carts
        • ADD TO CART
        • UPDATE CART
        • SHOW CART
        • CLEAR CART
        • CREATE ORDER
    • Natural Language
      • NLP
    • System attributes
    • System events
  • Integrations
    • Google services
      • Connect your Google account
      • Google Sheets
        • Searching and updating Google Sheets data
        • Building galleries with Google Sheets data
      • Google Calendar
        • Searching for events
        • Creating and updating events
    • Shopify
    • WooCommerce
    • Dialogflow
      • Building an agent
      • Using entities
      • Slot filling
      • Context management
      • E-commerce NLP
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  1. Help Guides

Using live chat AI hints

PreviousImproving your virtual agentNextCustomizing automatic website page messages

Last updated 3 years ago

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Onboarding new members of your live chat team can be challenging. Customers often ask questions that require specific knowledge, and building a unified experience across every agent can be complicated.

Activechat can help your human agents to find the right words for every customer.

Once you describe the context of your business in plain natural language and provide a couple of example questions and answers that your human live chat agents may encounter in their day-to-day conversations with customers, we can use the power of GPT-3 (advanced text generation model developed by California-based ) and other machine learning models to provide instant hints to your agents to help them answer almost any question that a customer may have.

Setting up the context

Go to the “Settings – Integrations” menu and click the gear icon in the “GPT-3” tab. Describe the conversations that your business does in plain natural language. Here’s an example for the bike shop:

This is a conversation between a website visitor and a smart virtual assistant. The conversations are happening across various pages of the website that is selling bicycles, and virtual assistant can answer all kinds of questions about various bike brands and models and help choose the right one according to description made by the visitor.

Now, add three question-answer pairs that your agents may encounter most frequently.

Q: What’s the difference between a carbon and regular bike? A: The primary difference between carbon and aluminum comes down to weight and ride quality. Carbon frames are usually a bit lighter than aluminum — up to a pound for mountain frames and up to a half-pound on road frames.

Q: How much does a good bike cost? A: Road bikes range between $350 and $700, Mountain bikes around $1000, Single-speed bike – $400, Beach cruiser $200-300, Recumbent bike $1000-2000, and Kids’ bike (3-8 yrs) will be $140-200.

Q: How do I service my bike? A: You should regularly service your bike to ensure it is running efficiently and that there are no worn or damaged components. The more you ride the bike the more frequent you should be servicing it, especially after riding in dirt, sand, mud and in the rain.

Basically, that’s it! Now your agents can pull the “AI hints” tab in their live chat interface, and Activechat will be suggesting the most appropriate response to every message that your customers are sending. All your agents have to do now is click a hint, edit it (if necessary), and send it to the customer. Canned responses, new level!

Live chat AI hints in action for the bike shop conversation context
OpenAI