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Generative AI: Suggested Response

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Introduction

The 'Suggested Response' feature within Heymarket’s AI feature-set is designed to streamline your conversations by suggesting AI-powered responses. By analyzing the context of ongoing conversations and leveraging information on your help articles, this feature generates contextually relevant suggested responses. You will be presented with a few suggestions, allowing you to select and send the most relevant one to your contact effortlessly.

Aimed at enhancing response efficiency and ensuring the accuracy and relevance of information shared, this feature improves the communication experience on Heymarket. 

Configuration and Usage

Setup

  1. Navigate to the AI Training Page: Go to Heymarket AI Setup.
  2. Upload Training Documents: Click the upload button to select PDF files from your computer. You can upload documents such as FAQ sheets, general help articles, and 'About Us' information. These documents help the AI understand your organization’s context, products, and services better.
    1. screenshot_ 1.png
  3. File Specifications: Ensure that the files are in PDF format and do not exceed the maximum size limit of 50MB per file.
  4. Initiate Model Tuning: Once your files are selected, the upload will begin automatically. You can monitor the progress through the status indicator.
  5. Completion Confirmation: After the files have been processed, a green ‘COMPLETE’ text will appear next to them. This indicates that the model has been successfully trained with your documents.
  6. Updating The Knowledge Base: For the Beta version, if you would like to update your Knowledge Base, we currently only support a complete replacement of all the files. We are working to provide a more granular file training soon.

Using Suggested Response

Suggested response analyzes the ongoing conversation and presents users with a number of options to select. Based on the context of the conversation (especially the last question), Suggested Reply will generate 3 options for you to select, once you identify the most appropriate message, simply select it to enter it into the text field and click Send Now to send the message.

Example

  1. A contact messages in about with a specific question about the 10DLC registration process
    1. How do I start the registration process?
  2. Click the Suggested Reply button
    1. screenshot_.png
  3. Wait for the suggested responses to load, as a note this may take a few seconds.
  4. Select the message that best answers the question
    1. screenshot_ 2.png
  5. Once you identify the response that best suits your needs, you can simply select it and the message will be entered into the text field and you can modify the response to further personalize it before sending, once it’s ready to send you can simply slick Send Now.
    1. screenshot_ 4.png

Notes

  • The Suggested Response will only display in the chat if the last message was received from your contact.
  • This is an AI model that can make mistakes, verify every response prior to sending it.
  • Auto Messages (for example out-of-office replies) sent are not considered as part of the context of the conversation.
  • The system does not consider the entire chat history, but only the last few messages.

Conclusion

Have any questions? Please email <help@heymarket.com> and we'll be happy to help.

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