Tips for editing AnswersIQ Facts

AnswersIQ™ enables your Revenue Digital Assistant™ to answer frequently asked questions in conversations. This decreases the need for your team to Reply as Assistant to answer simple questions and allows the RDA to engage more organically with your leads. Below are some guidelines to help you get the most out of your custom Conversica Answers.

Be concise

It is important to make the answers as clear and concise as possible to avoid any confusion when communicating with leads. We suggest you limit your facts to 250 characters in order to help keep the communication concise.

Be clear

To avoid confusing leads, it is important to answer the question as clearly as possible. Make sure your fact fits the question and is easy to understand. In addition, the facts should be flexible enough to apply to different variations of the questions listed in the “Sample Queries” section within each Fact. 

For example, the question, "Can you do an online demo?" could be phrased in a number of ways:

• "A demo would be great."
• "Can you just send me a demo and pricing?"
• "I am just looking for a demo at the moment."
   

It's best not to answer a question with a simple "yes," because this may not make sense with all possible variations of the question that could trigger this response. A clear, concise, and flexible response could be something along the lines of, "We would love to schedule a demo for you to provide a clear understanding of how we can help." This is easy to understand and makes sense as an answer to any of the question variations above.

Avoid asking questions in your answers

Your custom answer will be followed by a question that fits the objective of that exchange. Because of this, it is important not to include any questions in your answer. Including a question may result in the AI categorizing responses incorrectly. For example, if a lead asks, "How are you?" and the custom fact is, "I'm well, how are you?" the resulting message would have two questions and look something like, "I'm well, how are you? What is your preferred phone number for us to contact you?" The lead might answer only the first question and write, "I'm fine," which doesn't answer the real objective of this exchange, "What is your preferred phone number for us to contact you?" This can negatively impact your digital assistant's accuracy.

Avoid using repetitive language

Make sure that the words and phrases you use in your facts aren't repeated within your own phrasing or elsewhere in the email. For example, if you wanted to use the answer, "Please provide your preferred phone number and we can tell you more," this phrasing would be repetitive, because the question that follows in the email also asks, "What is your preferred phone number for us to contact you?"

Avoid typos and grammatical mistakes

It is important to remember that a fact can be sent to many leads. Any typos present in the fact may be sent every time a lead asks a variation of that question. Be sure to proofread your facts to ensure that no spelling mistakes or typos are present.

Avoid spam triggers

To lower the likelihood that a message will fall into a lead's spam folder, please be aware of and avoid any spam triggers. Avoid words in all capital letters, exclamation points, and symbols such as the dollar sign. A list of known spam triggers can be found here: SPAM Trigger Words

Pronouns in Answers

We recommend reviewing the answer you are using and if it makes sense with the question being asked and the conversation flow. For Pricing, Process Details, or Feature Detail Questions that start with a standard answer of “I’m happy to…” please evaluate them to make sure they make sense with all messages. With these questions, it is a best practice to instead start the answer with “We would be happy to…” instead of “I’m happy to…”. It can be misleading when the lead says they are happy to discuss pricing but then they don’t send a link to pricing and says someone else would like to discuss their question with them.

Supporting Multiple Languages

If your RDA supports conversations in multiple languages, AnswersIQ™ can as well. How can your RDA answer in another language? Create the fact in English and your RDA will align with the supported language when incorporating the fact into the message sent to the lead. For example, if your RDA is conversing with a lead in Spanish, the fact will be generated in Spanish to align with the language currently being used by the RDA.

Expand on Standard Facts

Examples of expanding on standard facts to give more details: