Setting up an AI bot to automatically respond to customers

A new feature has been added to Jivo – AI-bot, which will help automate communication with customers and solve complex tasks without the need for an operator. In this guide, we will explain in detail how to set it up.

To activate the bot, you need to purchase the AI-bot module from OpenAI in the "Extensions" > "Modules" section.

To configure, access the Jivo application, go to "Extensions" > "Options".

Main Settings

In the "Main Settings" section, click "Add bot".

In the settings that open, upload the bot avatar and set its name. These details will be displayed in the chat for your website visitors.

Also, choose the channel where the bot will be active.
Tip: To test the bot, you can create a separate channel called "Chat Page" following our guide. Later, you can change the communication channels in the same settings.

Bot Knowledge Base

The next settings section is the Bot Knowledge Base.

The assistant will use this information to generate responses, so fill in the fields as thoroughly as possible. This will help make the bot's responses more accurate.

Basic Information

Company name
What your company does
Website link
Contact details: Phone, Email, Messengers
Address
Social media links

Important Details

Description of products and services (main items and prices).
Delivery conditions (time, cost, available regions).
Payment methods (accepted payment options and special conditions).
Return policy (procedures, deadlines, and conditions).
Other relevant information for customers.

Note: Above each field, there is a "Use Template" button. Clicking it will automatically fill in the main topics mentioned above.

Uploading Additional Files

In this section, you can upload up to 5 files to help the bot formulate responses.
Files may contain:

Frequently Asked Questions (FAQ)
Product and service knowledge base
Price lists
Store contacts and addresses
Product usage recommendations
Legal information
Marketing materials

Supported formats: `.docx`, `.txt`, `.md`, `.pptx`, `.html`, `.json`, `.pdf`\

Maximum file size: 30 MB

To upload a file, click "Upload File" and select the document from your computer. The upload will complete after clicking "Save".

Now, the bot will be able to join customer conversations and respond according to the settings.
While preparing a response, the message "Reply in progress" will be displayed.

The bot can also transfer the chat to an operator, who will see the conversation in the "Contact center" > "Inbox" section.

Tips for Organizing Data in Files

To help the bot quickly find the necessary information and to make it easier for you to organize and update files, follow these tips:

Structure the information: each line, record, or paragraph should contain a single idea or data point.
Use headings and sections to organize the data logically.
Give files meaningful names, avoiding generic titles like "Document" or "Data".
Check for typos and duplicate information before uploading.
Regularly update files to ensure the bot provides accurate information.
Test the bot after uploading: ask it questions and check if the responses match the uploaded data.

Examples of Data for Upload

JSON Format


[
  {
    "Country": "USA",
    "State": "California",
    "City": "Los Angeles",
    "Store Type": "Flagship",
    "Mall": "The Grove",
    "Store Address": "189 The Grove Drive",
    "Opening Hours": "Mon-Sun 10:00 - 22:00",
    "Nearest Metro Station": "Hollywood/Highland",
    "How to Find": "Ground Floor"
  },
  {
    "Country": "USA",
    "State": "New York",
    "City": "New York City",
    "Store Type": "Flagship",
    "Mall": "Westfield World Trade Center",
    "Store Address": "185 Greenwich St",
    "Opening Hours": "Mon-Sun 10:00 - 22:00",
    "Nearest Metro Station": "Cortlandt Street",
    "How to Find": "Second Floor"
  }
]

HTML Format

<!DOCTYPE html>
<html lang="en">
<head>
    <meta charset="UTF-8">
    <title>Frequently Asked Questions</title>
</head>
<body>
    <h1>Frequently Asked Questions (FAQ)</h1>
    <section>
        <h2>General Questions</h2>
        <ul>
            <li>
                <strong>Question:</strong> What payment methods do you accept?<br>
                <strong>Answer:</strong> We accept Visa, Mastercard, and PayPal.
            </li>
            <li>
                <strong>Question:</strong> How can I track my order?<br>
                <strong>Answer:</strong> Use the tracking link sent to your email.
            </li>
        </ul>
    </section>
</body>
</html>

Now, you can provide the bot with the necessary information and reduce operator workload by automating customer support.

🎯 Good luck with your AI-bot!

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