Conversica Answers

Guide Overview 

Conversica Answers 

Your Revenue Digital Assistant™ RDA just got even smarter! Ever wondered if your AI powered assistant could handle common questions without human intervention? With Conversica Answers, wonder no more! RDAs are now equipped to autonomously respond to frequently asked questions, ensuring conversations flow smoothly towards your goals. 

In this session, we'll explore answer best practices, provide real-life examples, and guide you through creating, editing, deleting, and testing answers. Get ready to take your RDAs to the next level with Conversica Answers! 

 

In this training we will cover... 

1. An introduction to the Answers feature and the functionality
2. Outline how the feature works and the requirements to use it. 
3. Walkthrough how to create and test an answer. 

Answers Overview & Best Practices

What are Conversica Answers? 

Conversica Answers empowers Revenue Digital Assistants to autonomously answer any question that is asked and continue engaging to ensure the goal of the conversation is not interrupted or stopped. 

 

Check out some high level features below! 

Answer Customization  

Conversica Answers has unlimited customized answers to any question. You can help create answers for any questions that are frequently asked or have been asked in the past. 

Available Channels 

Conversica Answers is available for Email, Chat and SMS. Along with the ability to create questions for specific channels.

Language Support 

Conversica Answers offers multi-language support. 

Define Answer Use Case 

Filters allow you to drill down Answer use cases for specific needs 

Answer Testing 

You can test your answers before going live! Test to see how answers will be used in real conversation examples. 

 

Answers Overview & Best Practices:  How does it work? 

How Conversica Answers Works 

Conversica's Answers technology enables your Revenue Digital Assistant™ to efficiently handle responses by analyzing context beyond mere keywords, assigning confidence percentages to each potential answer, and selecting the most suitable response to keep the conversation flowing smoothly. With the ability to customize answers at various levels, Conversica Answers ensures seamless engagement with leads. 

Below is the seamless process RDAs follow to pinpoint the perfect response for lead queries through Conversica Answers. 

Conversica’s AI technology goes beyond keywords and phrases, analyzing the entire context of the response to determine the confidence percentage based on the matched words in the answer. 

Answers Best Practices 

Conversica Answers Best Practices 

Get ready to level up your Answer-writing game! Here's a collection of tips designed to take your responses from good to great. 

Equipped with best practices to craft top-tier answers for frequently asked questions, let's briefly explore some answer examples. This will offer a clearer understanding before we get into the steps and filters used to set them up. 

For a comprehensive list of spam triggers, please refer to our knowledge base article, SPAM Trigger Words. 

 

Overview & Best Practices  Examples 

Answer Examples 

Before diving into creating Answers, take a moment to review the examples below. They showcase how the Assistant can respond to a lead's question and suggest actions like scheduling a call, demo, or discussion with a representative. 

With the groundwork laid for crafting the best answers, we are ready to review the filter options available when setting up the answer. 

To craft the perfect response to the question "Are you an AI?" using the answers feature, explore our Best Practices for Creating a Conversica Answer to 'Are You an AI?' knowledge base article. 

 

Overview & Best Practices  Answer Filter Definitions 

Answer Filter Definitions 

Shape and refine when the Assistant deploys your crafted Answers by applying strategic filters. We'll explore two essential filters—channel and category—alongside five optional ones. Check out the definitions and examples below, and remember to keep these filter insights handy as we navigate through the answer setup process. 

 

These filter options are conveniently located at the top of the answers page, enhancing search capability. Pair them with the search function at the top to quickly find an answer. 

Let’s review the definitions of the filters that will be referenced when going over the setup steps 

Filters marked with an asterisk (*) indicate required filters necessary to save your answer.

Now that we're familiar with all the available filters for creating an answer, we're ready to set them up. 

 

Creating Custom Answers 

In this section we will review the 4-step process for creating an Answer: 

1. Add an Answer 

2. Apply Filters 

3. Test Answers 

4. Publish Answer 

 

1. From the Dashboard, navigate to Conversations > Answers. 

2. Click New Answer. 

3. The New Answer window will appear where you can create the new Answer. 

4. Select the Channel and Category. 

5. Enter an Answer: 

With the frequently asked question in mind, write a Conversica Answer. 

Note: Depending on the use case, this can be as specific or as general as you need.

6. Click Save. 

Answers are defaulted to “unpublished”. Unpublished answers can still be used in the testing window, but will not be used for lead Interactions. 

 

After creating the answer, apply additional filters to define when the RDA should use the Answer you created. 

 

Some filters are only applicable if there is more than one option on the account 

Example Filter Use Case You are preparing to launch a campaign to upsell a new feature to current customers that already pay a premium. To ensure that the contact list receives the correct information about what their price would be, you will need to apply the following filters: 

Channel: Email 

Category: Pricing 

Revenue Digital Assistant: Alexis Williams 

Language: English 

Contact List: Current Customers Premium) 

Below, you can see an example of those filters being used: 

Once the filters have been applied and saved, it’s time to put the Answer to the test. 

 

Testing your Answers with the Revenue Digital Assistant™ RDA before activation is essential for optimal performance. Use the testing window in Answers to input frequently asked questions and simulate which custom Answer will be used to maintain smooth conversations. 

Note: Unpublished answers remain accessible in the testing window but won't be used for lead interactions. 

 

Remember to test each Answer at least five times in different ways to enable the RDA to confidently match your responses with various questions using machine learning. This process allows the digital assistant to continuously improve over time by processing data and refining its algorithms. 

 

During testing, asked questions are checked against all created Answers, and the RDA selects an Answer based on the confidence percentage derived from the question's wording and the custom Answer. 

 

Additionally, there is an option to provide feedback during testing by selecting the  or icon to indicate your agreement or disagreement with the answer matching. 

 

This feedback won't immediately influence the behavior of the RDA. Instead, our team will utilize it to enhance the model in future iterations. 

 

Let’s walk through how to test Answers! 

1. Navigate to Conversations > Answers. 

2. Click Test # Answers. 

3. Select the Channel to be tested. 

4. Apply Filters to refine the selection of Answers to be used during testing. 

5. Once all filters are selected, click Back to Conversation. 

6. Enter your question in the chat bar and click  or press Enter to send it. 

7. A preview of how the Revenue Digital Assistant™ will use the created Answers will pop up.

8. Click  or  icon to provide AI feedback on whether the provided Answer met expectations. 

9. Continue asking questions until you're satisfied with your RDA's responses. 

 

Note: Repeat steps 48 for each channel and answer to be tested before publishing to handle FAQs. 

While testing, if you ask a question that the system cannot match to an 

 

Answer an error bubble stating that an Answer couldn't be matched will appear. You will be prompted to add an answer to specifically answer the question you asked. 

 

Creating Custom Answers  Step 4 Publish Answers 

After customizing and testing the Answers, they need to be published so the virtual team member can start utilizing them in conversations. 

 

To publish, click the Status switch. The toggle will turn blue once published. 

 

Creating Custom Answers  Cloning Answers 

Clone Answers via Conversica Dashboard 

Cloning answers simplifies duplicating those that need minor adjustments to suit other filters, whether required or optional. The process is straightforward; check it out below. 

1. Navigate to Conversations > Answers. 

2. Find the Answer to be cloned. 

3. Click to Clone the Answer. 

4. Once the New Cloned Answer window appears, update the edit text or filters. 

Note: If your RDA supports multiple languages, enter your Answer in the desired language and apply the corresponding Language filter. 

5. Click Save, which will default the answer to unpublished. 

6. Test newly created answer at least 5 times.   

7. Once testing is complete, activate the status toggle to publish. 

 

While cloning an answer is efficient for creating new ones with minimal effort, occasionally, there might be a typo or grammatical error requiring adjustment. This is where editing the answer becomes useful, and we'll delve into this further in the next section. 

 

Creating Custom Answers Editing and Deleting Answers

Edit Answers via Conversica Dashboard 

Errors are bound to happen, but not to worry Conversica Answers make it super simple to edit those pesky mistake and luckily the steps are similar to cloning an answer. Let's walk through the process below. 

1. Navigate to Conversations > Answers. 

2. Find the Answer to be edited. 

3. Click to Edit the Answer. 

4. Once the Answer window appears, update the necessary areas needing attention.

5. Click Save. 

Note: If the answer is already published, the updated Answer will take effect once saved. It's best practice to unpublish the answer while editing, and it is encourage to test the updated answer at least five times before republishing for the RDA to use. 

 

Having learned the editing process for an answer, what if it's no longer relevant and needs removal? Conversica has you covered with quick steps to delete it, let's review. 

 

Delete Answers via Conversica Dashboard 

At times, answers become obsolete due to pricing changes, process shifts, product 

development, or various other reasons. Follow these 4 simple steps to ensure answers remain up-to-date, with only the relevant ones remaining in the Conversica dashboard. 

1. Navigate to Conversations > Answers. 

2. Find the Answer to be edited. 

3. Click to Delete the Answer. 

4. Select Yes to confirm deletion; the answer then will no longer be available for your RDA to use. 

 

Now that the Revenue Digital Assistant™ is all set to answer the company's frequently asked questions without requiring a rep to intervene, it can keep the conversation flowing until it becomes a true hot lead. However, you might still have some lingering questions, so let's address them now 

 

Resources 

Resources  FAQs 

FAQs: Establishing Conversica Answers 

Questions arise, and at Conversica, we're thrilled to provide all the information needed. Check out the frequently asked questions about our answer feature. 

Q Are there character limits on the Answers we create? 

A Yes, depending on the channel the answer character limits are: 

SMS 160 

Email: 250 

Chat: 350 

Q Can Conversica provide a report of the most common questions my leads or customers have asked my Revenue Digital Assistant(s)™? 

A At this time we are not able to offer this type of insight. Stay tuned as we add this to our roadmap. 

Q Can I include links in my Answer? 

A Yes, you can include a full URL in a response. However, links in Answers cannot be masked or tracked like dynamic field links with Link Tracking. The full URL will be hyperlinked in the messaging. 

Q What happens if a lead asks multiple questions in one response, in which answers have been created for both questions asked? 

A If multiple questions are asked, the RDA will answer the one with the highest Confidence percentage. Then in the next message, it will deflect the other questions by offering a phone call from the assigned rep implying they will answer the other questions. 

Q Where can I submit feedback if an answer was used incorrectly? 

A You can submit feedback by using AI Feedback on the previous response. This will allow us to capture feedback for the answer used in that message since the answer leveraged was identified when the response was classified. 

Q While testing Answers, can I approve or deny the answer the Assistant uses? 

A Not at this time. If you want to alter how the digital assistant uses an Answer keep editing and re-testing until you are satisfied. 

Q Can we integrate our knowledge base/help center with Conversica Answers? 

A We currently do not support integrations with an external knowledge base or help center. We recommend identifying FAQs from your Support System and enter them into Conversica manually. 

 

Resources  Resources 

Thanks for completing this training on Answers. We hope that this feature makes it easier than ever to ensure the RDA is able to keep the conversation going and answer those frequently asked questions. 

Review this article to learn more: 

Answers Help Center Article