Conversation AI Behavior Issues
under review
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Keith Besherse
I have encountered several indications that clearly show the Conversation AI is still a minimum viable product (MVP). If this is not the right/best way to provide feedback please advise.
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K
Keith Besherse
Great conversation with Abhishek Kumar today!
I think these future functions are a great roadmap for Voice AI and Conversation AI:
- Goodbye Detection.
- Smart Follow Up!
- Conversation Summaries.
- Objective based outcomes.
The exact timeline isn't too critical for me and my business. I'd rather see well refined and tested features than beta products requiring constant monitoring by the user.
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Abhishek Kumar
Keith Besherse Good bye detection is already released
K
Keith Besherse
This has the makings of a lawsuit!
Shaun Clark I think you need to get your legal involved immediately. Yes, you aren't responsible for how your customers use the technology. But...
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Richard Quinn
Maybe some of these issue are because Conversation AI use GPT-3.5?
K
Keith Besherse
Richard Quinn, certainly could be the case. Especially given that I started cataloging these experiences a full year ago.
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Richard Quinn
Keith Besherse Had final confirmation from GHL Support
that Conversations AI uses GPT-4 Turbo (not GPT 3.5)
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Shane Boulds
Yes, today, particularly - Repeating the same answer 2x, long gaps in response etc.
K
Keith Besherse
Shane Boulds that is sad.
Voice AI?
A
Abhishek Kumar
under review
K
Keith Besherse
Thank you so very much Abhishek Kumar
K
Keith Besherse
I think it is the case that Conversation AI/Workflow AI and Voice AI are different product teams in the HighLevel organization.
From the user perspective that differentiation is not important. We see the features as part of one system for interacting with our customers.
K
Keith Besherse
Like with many of the features in HighLevel, HighLevel does not hold the number one position in this category.
What HighLevel does very well is being good enough at many things. The thing you do best is putting many of those good enough features under one umbrella.
The place you are still failing (despite this suggestion thread) is, when a message comes in: the first thing the AI needs in the prompt is whether this is a new contact or existing lead vs someone who has anything other than Lead in the Contact Type field. Those are 3 distinctly different conversations. Even if the outcome is the same (book appointment).
Shaun Clark, Varun Vairavan, Robin Alex, Robin Alex, Chase Buckner, Prasoon Dadhich, Puru Bansal, Fer Patel, Shivam HighLevel, Sales & Marketing
K
Keith Besherse
K
Keith Besherse
Fer Patel, Thank you for the guest presentation with The Profit Pact, https://www.facebook.com/groups/404611784988934, today, https://www.facebook.com/groups/404611784988934/posts/902681885181919/.
Yes, the conversation transcript & summary notes is a very valuable asset!
If you look at this ideas board suggestion you will see that I have been trying to provide feedback for a year now. If Conversation AI for SMS & IG/Messenger DM isn't integrating with the Contact database then Voice AI isn't going to either. The recurring theme is, when the message (call/SMS/email/DM/etc) comes in the AI should recognize whether this is a new contact (not in the database) or is Contact Type Lead (existing cold lead that we have been marketing to) vs a Customer or other Type. We should talk very differently with current customers who are trying to follow up vs new contacts we want to pull into our nurturing system.
Puru Bansal Prasoon Dadhich Chase Buckner Core Platform
From my perspective, until it does this it is a demonstration skateboard and not a viable product I am willing to release to my clients.
Amy Schultz Alastair Macartney Alastair Macartney Alastair Mac Shane Boulds Jock McClees Shane Boulds Kevin Crossland Sergio Peña
K
Keith Besherse
For the business' fiscal security, returning appointments more important than first appointments. The returning customer should have an expectation that the system isn't going to make them spell their name, email, & phone every time!
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Keith Besherse
The crucial missing element from my perspective is that it must first check the Contacts database to see if the inbound call is an existing Lead (someone we have been marketing too) or non-existent (a true cold inbound lead) verses a Customer or other Contact Type. The message to anyone who has already interacted with our business should be very different than how we respond to queries from cold prospects.
K
Keith Besherse
Puru Bansal, it seems to me that “I’m driving” should be a clear enough signal to the bot that it needs to go silent and send a conversation summary to the assigned user.
K
Keith Besherse
- I think conversational booking is suspect. Is the AI actively checking current open slots or only going off calendar settings? If the later then it is certainly going to induce double bookings, not a good outcome!
I think the default in all the documentation should be the send calendar link. Conversational booking doesn’t seem to work as advertised.
BUT, the bot shouldn’t shut down after sending the link.
Here is what I would like to see:
Bot sends the link then waits 10 minutes. If an appointment was booked, ask: anything we could should know to prepare for the meeting? If no appointment booked, ask if there were no convenient slots. If that was the issue, offer to have a human contact to find a non-standard time.
- I think the bot should be trained that it doesn’t need to have the last word. When the contact says they are busy it needs to not say, “okay, but just one more thing…”
- I’d love to see a conversation summary at the end of every AI conversation sent to the assigned user. Include any action items and if there is an appointment booked.
- This might be my biggest concern.
The Conversation AI and Workflow AI need to use the Contact record as a crucial element of the prompt.
From my perspective the Contact Type is essential. Contact Type is Lead with no previous conversation = treat as an inbound lead.
BUT, any other Contact Type, assume the most essential outcome is not appointment booking. If existing contact = transition to Q&A/customer service mode.
I have several places in my workflows where if the Contact Type is Lead I change it to Prospect. If the person is a new lead we need a different conversation than if the call/text/DM/email is coming in as a new phase of a long-term real life professional relationship. (I now have a couple customers who tried Thryv! By being patient I am going to win in the long run.)
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