See how to use the Visitor says trigger in Tidio. This can help you trigger bot responses based on what your visitors typed when they started a conversation.
In this article, you'll learn:
- What is Visitor Says trigger
- Why you should consider Visitor Says trigger
- How to add Visitor Says trigger
- How Visitor Says trigger works in conversations
- Unsupported languages - Visitor Says (Keywords Match)
What is Natural Language Processing (NLP) ?
Natural Language Processing is one of the forms of artificial intelligence that aims at recognizing and understanding the natural language used by us daily. Thanks to NLP, chatbots can reply to users' questions based on phrases typed in by users. That's exactly what the Visitor Says trigger does.
One Visitor Says trigger can handle one question topic. That means you may need to create a few bots with the Visitor Says trigger to cover & automate a few of the most common topics, such as refunds, orders, shipping, etc.
Why you should consider Visitor Says trigger?
The Visitor Says trigger allows the chatbot to work based on real, user-typed messages instead of pre-made and choosable options, making the interaction less restricted.
The bot can react with a specific message based on the context of the customer's question. E.g., if the person asks, "I want to return a product," - the bot can recognize the similarity to the trigger phrase "how to process a return?" and trigger the appropriate reaction to it.
Without Visitor Says trigger (AI), your Chatbot would have to rely solely on the pre-made decision tree flow, forcing users to choose one of the pre-defined answers.
Visitor Says trigger (AI) compares your customers' messages with your trigger phrases and automates conversations with similar questions to your phrases.
In a more natural example you see above, Visitor Says trigger (AI model) recognizes the refund question and can reply with the corresponding answers.
Visitor Says trigger allows your Chatbot to trigger if visitors' message is similar to the messages you set in the trigger phrases section. The trigger and visitor's messages don't need to contain the same words - think of it as more human-like reasoning.
To make the Visitor Says trigger work more like a human - you may need to set up trigger phrases in a more natural way with full-length sentences/questions and their paraphrases. Just like an actual visitor would message you.
Please don't worry if the messages aren't generic or have some writing mistakes. We can handle it too! Our AI model will try to understand the visitor's message and compare it with your trigger phrase.
Also, see how Visitor Says triggers work in our smart AI Response Bots:
Add Visitor Says trigger to your bot
To add the Visitor Says trigger- create a bot from scratch or edit an existing scenario. Then drag and drop the "Visitor says" trigger onto the bot's editing map and connect it to the appropriate action.
Once you add the Visitor Says trigger - you will ask for the language you wish to use the bot.
At this moment, we support the following languages: English, French, German, Italian, Dutch, Portuguese, Spanish, and Greek.
When the language is chosen - you will be asked whether you wish to set up questions/phrases used by Visitor Says trigger or use our pre-defined datasets (templates) such as: order status. discount codes, and shipping details.
Feeding Your Visitor Says Trigger
Adding just a single word to Visitor Says trigger is not enough. With only one phrase, our Visitor would have to put in the exact words for the Chatbot to work.
Remember that you can use only one language in one Visitor Says trigger. If you wish to trigger one Chatbot using phrases in different languages, please create separate Visitor Says triggers for other language versions or creates a separate chatbot.
You can add multiple sentences to train the Visitor Says trigger engine (AI model). Phrases added to those fields will trigger a bot response. The more phrases we add, the greater the chance our Chatbot will recognize what the Visitor has written. We suggest using at least 3 phrases, but the more, the better!
Because we have implemented so many phrases, our Chatbot will recognize what we want even if we are not using the exact phrases:
Visitor Says trigger in a Conversation
The Visitor Says trigger (chatbot) will only work in a conversation not assigned to any Operators. We designed them that way to avoid any unnecessary and annoying interruptions.
Unsupported languages - Visitors Says (Keywords Match)
If your language is not on the supported list you can still use keywords and exact match capabilities of the Visitor Says trigger. The Visitor Says trigger will match your visitors' messages with the keywords that you used inside the trigger.
How to use Visitor Says trigger with keywords?
Start with the most simple example (most common), like e.g. "discount code" conversations. In general, most of the visitors' questions will share the same keywords, so there is no risk in creating such bots. Use short, common keywords and phrases you are certain will come up in the chat. Watch out not to add any too-generic keyword that could trigger the Visitor Says bot in a completely different case/conversation topic.
Short phrases can be useful if you wish the bot to trigger the same messages as your phrases. For example, specific keywords, like product names, codes, or the most common phrases are the best options to go.
To learn more about the basics of editing a chatbot, look at our chatbots guide.
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