GenAI Bots
GenAI bots need to be included in your plan or be enabled by your account manager. Please contact us for more information.
Note: In addition to the GenAI bots described next, it is now possible to leverage the GenAI intelligence inside existing Flow Diagram bots, by employing the new GenAI box.
This type of bot combines the control offered by a powerful flow diagram with the free-flow conversational power of a Large Language Model (LLM).
The flow diagram drives the conversation, and whenever the user types something that cannot be handled by the flow diagram, GenAI is triggered to generate a relevant response.
GenAI can be customized (fine-tuned) to learn information about the business, by entering a set of example conversations, as shown below. Essentially, GenAI replaces the set of catch-all FAQs, used in our classic catch-all bots.
More technically, when GenAI is invoked, we feed to it the last n messages in the conversation, to help it generate a more context-aware response. Then, the flow diagram repeats its last utterance, before the GenAI invocation. If no flow diagram is specified, then the fine-tuned GenAI handles all utterances.
Create a GenAI bot
To create a GenAI bot, go to CHATBOTS, select “New bot” and select “GenAI ”. If the account-wide GenAI model is specified in SETTINGS (see below), a toggle will be available to have the bot use it. Otherwise, fine-tuning conversations can be manually entered. To edit the driving flow diagram, click on the “Edit Flow Diagram” button.
Account-wide GenAI model option
Instead of fine-tuning each bot separately, there is an option to generate a common account-wide GenAI model, and reuse it across several bots. For that, go to the SETTINGS→Advanced→GenAI page. Note that the fine-tuning can take a few minutes. You can check the status by clicking on the corresponding button, as shown below.
In addition to specifying relevant content in the training text box, account-wide GenAI content can be automatically retrieved from Web sites,
GenAI box: Tightly Integrate GenAI into a Flow Diagram Bot
If you want to have more control on how GenAI interacts with a chatbot, you can use a GenAI box in as flow diagram. The flow diagram can be either part of a GenAI bot, or a stand-alone Flow Diagram bot.
This allows to capture the response of GenAI , and branch the bot flow based on it. For example, if the GenAI response contains the word “doctor” follow a path that asks the user to make an appointment, otherwise follow another path.
If the GenAI box is part of a GenAI bot, then the GenAI training content of the GenAI bot is used to generate the response, else the account-wide GenAI training is used (set in SETTINGS→Advanced→GenAI ).
Below is an example flow diagram of how we can use this box.
The screenshot above shows the bot fetching the question from the user, generating a GenAI response, checks to see if the GenAI response contains the keyword ‘doctor’, and then follows the rest of the flow accordingly.
To grab a question from the user, we can use the Save Field box (in this case, it will store it into ‘GenAIQuestion’):
We then set the GenAI box to use ‘GenAIQuestion’ as the user input message, and then we store the generated GenAI response into the field ‘LLMResponse’
It will take the ‘Success’ route if GenAI successfully generates a response. Otherwise, it will take the ‘Failure’ route.