What is Woo Response?
Woo Response is a Woo AI feature in Woosender that lets you direct the AI to perform specific tasks during your conversation with the customers. You can find this feature inside campaign settings (right under WooAI)
What can you do with Woo Response?
Use Case 1: John's Efficient HVAC Business Management'
John runs an HVAC business and wants to make his operations more efficient. He's looking to use AI to smartly direct potential clients to the right team member.
For example, if a customer is looking for "HVAC repair," John has set it up so Mike, one of his trusted employees, takes care of these requests. On the other hand, if the service needed is "HVAC replacement," John prefers to handle it personally.
To make this happen, John uses Woo Response AI to accurately pick up on what the customer needs:
If the AI identifies a customer inquiring about "HVAC replacement," it immediately responds with, "Yes, our sales team can look at your current HVAC unit and talk about replacement options with you." That lead is then passed on to Mike. Furthermore, the lead is added to a booking campaign, allowing the AI to set up an in-person meeting.
The AI helps John ensure that every customer inquiry is handled by the right person, making his business run smoother.
Use Case 2: Michelle's Targeted Approach for Life Insurance Consultations
Michelle, a life insurance advisor, hosts informative webinars about the benefits of life insurance. Recently, she's encountered a challenge: too many appointments are being set with individuals who don't meet her qualification criteria. To improve this, she wants to ensure that only potential clients who fit her specific requirements are scheduled for a free consultation after her webinars.
After participants fill out a form post-webinar, Michelle uses Woo Response AI to assess if the leads have a family income exceeding $50K annually. This income level is her benchmark for qualifying a potential client.
If the AI determines that a lead's income is above $50K, it automatically takes steps to arrange a call. However, if a lead's income falls below this threshold, Michelle has programmed the AI to kindly inform the client that the life insurance product may not be the best fit for their current financial situation. This approach allows Michelle to focus her expertise on consultations with the most suitable clients.
How It Works?
Woo Response consists of four important parts:
The Library: Think of this as the AI's brain, uniquely designed by you. This is where the AI draws from to understand and engage, ensuring it performs tasks exactly as you intend.
The Trigger: This is something that prompts the AI to act. It could be a keyword, a sentence, or an intent. It's like a signal for the AI to start its tasks.
The Response: This is the reply you've set for the AI to give back to the customer when it picks up on a trigger. You have full control over this, ensuring that the AI's response aligns perfectly with what you want to communicate.
The Action: This is the step you want the AI to take after recognizing a trigger. It's the AI's next move in the conversation. There are 13 different actions you can choose from, each guiding the AI's next move in the conversation. This variety ensures that you can tailor the interaction to precisely fit the situation and your customer's needs.
Before you begin setting up your AI, it's crucial to recognize that controlling the conversation is key to achieving optimal results. You'll want to steer the conversation decisively, avoiding open-ended discussions, and guiding the customer towards your intended outcome. This guide shows you how to train your Woo Response AI to improve your conversations with customers. This tool is powerful and lets you customize the conversation AI to meet your business needs.
Woo Response Trigger
When setting up your AI with Woo Response, choosing the right type of trigger is crucial for effective communication. There are two main types of triggers:
Keyword Trigger:
This is a straightforward approach where the AI is programmed to respond to specific words used in the conversation. For instance, if you set "yes" as a keyword trigger, whenever the customer uses the word "yes" in their response, the AI will initiate a predefined action that you've set up. This type of trigger is direct and simple but may lack context sensitivity.
Intent Trigger:
This type of trigger is more sophisticated and nuanced than the keyword trigger. It doesn't just look for specific words; instead, it aims to understand the customer's intention or the purpose behind their message. The AI analyzes the context and overall meaning of the sentence or conversation. For example, if your intent trigger is aimed at "scheduling an appointment," the AI will recognize and respond to various expressions of this intent, like "I'd like to book a time," or "Is it possible to schedule a meeting?" This enables a more natural and flexible interaction, as the AI is responding to the customer's intent, not just specific words.
Woo Response first searches for "keyword" triggers in customer messages. If a "keyword" isn't detected, it proceeds to analyze for "intent" triggers. Any message that doesn't align with these triggers is tagged as "need attention" for further action.
Training Your AI with Woo Intent
In the following sections, we'll explore "Woo Response Intent" in more detail, highlighting how it can transform your customer interactions by intelligently understanding and acting upon their underlying intentions.
Before we start, it is important that you view the AI as a new addition to your team. It's beneficial to train the AI progressively, concentrating on one task at a time. Much like how a new employee might be overwhelmed with ten different tasks on their first day, the AI performs best when its tasks are introduced one after the other.
When you train an AI, think of the AI as a real human employee. Your training phrases must be understandable by a real human. If you don't understand your instructions, the AI will not be able to understand your instructions.
Example: Determine If The Customer Is Interested
Good training phrases:
Indicating that the customer is interested in attending our webinar.
Bad training phrase:
Attending webinar.
Best Practices:
When implementing Woo Response's intent trigger feature, following best practices ensures that your AI system operates efficiently and aligns closely with your business goals. Here are some key best practices to consider:
Think of Woo Intent as a new employee.
Clearly Define Intent Categories:
Ensure that each intent category is well-defined and distinct from others. This reduces confusion and increases the accuracy of the AI in recognizing and responding to user queries.
Use Specific Triggers:
Craft trigger phrases or words that are specific and relevant to the intents you want the AI to recognize. Avoid vague or generic triggers that could lead to misinterpretation.
Balance Flexibility and Specificity:
While it's important to be specific, also allow some flexibility in the language or phrasing that triggers an intent. This ensures the AI can accurately recognize intents even when customers use a variety of expressions.
Prioritize Common Scenarios:
Focus on creating triggers for the most common customer inquiries or scenarios first. This ensures that your AI provides immediate value and handles the bulk of interactions effectively.
Iterative Testing and Refinement:
Regularly test the AI's response to various triggers and refine them based on real interaction data. This iterative process helps in fine-tuning the AI's accuracy over time.
Monitor and Update Regularly:
Stay alert to changes in customer behavior or business services/products and update your intents and triggers accordingly. Regular monitoring helps in maintaining the relevancy and effectiveness of the AI.
Train with Diverse Data:
Use a diverse set of phrases and sentence structures when training the AI. This ensures that the system can understand and respond to a wide range of customer expressions.
Provide Fallback Options:
Our AI will automatically mark it as "Need Attention" in cases where the AI cannot determine the intent. With that said, if you have other goals in mind, ensure there is a fallback option. This prevents customer frustration and ensures that inquiries are not left unaddressed.
By adhering to these best practices, you can optimize the performance of your Woo Response intent triggers, leading to more efficient customer interactions and an overall smoother operational workflow.