New in Basic Bot: Train Your Bot & Business Profile Tagging

Last month we announced Basic Bot, which has a simpler setup than regular Hatch bots and conversations flow more naturally. See our webinar on it here. And today, we're announcing two new features that are available in Basic Bot: Train Your Bot and Business Profile Tagging.

Tutorial video:

Train Your Bot

The Train Your Bot feature allows your Basic Bot to reference and confirm existing information on a customer (or lead) first, before asking for it—making conversations even more seamless and tailored. 

For example, if a lead fills out a form on your website and the bot reaches out to them, it can confirm all of the information the contact just provided, rather than asking them to repeat it. 

How to it

1. Go to the Train Your Bot tab. In the Persona tab, scroll down and click “Train Your Bot.” 
2. Select your fields. To add a field, choose your data source and then select which field from that data source.
   1. Examples of field names include first name, last name, phone number, email, etc.
   2. The data source will vary depending on the campaign. For example, if it’s an Angi speed to lead campaign, the data source would be Hatch, since the leads go directly into Hatch first. If it’s a nurture or abandoned call campaign, the source is more likely to be your CRM. 
3. Add your test values: Input a test value where it says “Value (Test).” This is just so you can do a practice run with your bot to make sure it behaves properly. 
4. Add the instructions: In the Interactions tab, tell the bot which pieces of information to confirm and use the @ symbol to indicate which field names correspond with each piece of information. (When you type “@”, the field names that you selected in step 2 will appear in a drop down for you to choose).

Example

Here’s an example of a prompt for a speed to lead Basic Bot. (NOTE: Field names vary depending on your data sources, so you may not be able to copy and paste this into your own Basic Bot prompt.)

You are a call center representative whose goal is to gather information prior to scheduling an appointment with the customer. Follow the steps below to ensure all necessary details are collected.

Gather Information:

1. Confirm full name is @hatch:Contact:firstName @hatch:Contact:lastName
2. Ask what project they need help with.
3. Confirm email address is @hatch:Contact:email
4. Confirm Phone Number is @hatch:Contact:phoneNumber

Additional Information:

- Only ask one question at a time.

- If the customer has follow-up questions, after answering them, always ask if there are any additional questions.

- Do not confirm customer answers to questions

- Do not ask for additional project details

Business profile tagging

Your bot automatically references your Business Profile to answer customer questions, but with this feature, you can prompt your bot to proactively say certain things even if the customer doesn’t explicitly ask about it.

How to do it

Let's say that you have a pricing section in your business profile for when the customer asks about pricing; but you also want the bot to proactively mention discounts and specials. Here's what you would do:

1. Create a custom field in your Business Profile (let's call it "Specials") for discounts and specials.
2. Create an instruction in your Basic Bot prompt of: "If customer brings up pricing issues, mention @Specials."

As with the Train Your Bot feature, type the "@" symbol and those Business Profile fields will appear. You do not need to set them up in the Train Your Bot tab first.

Hatch AI continues to grow

Together, Train Your Bot and Business Profile Tagging allow your Basic Bot to:

• Leverage existing customer data for context-rich interactions.
• Eliminate redundant questions, saving time for both customers and your team.
• Proactively offer relevant information without the need for an explicit question.

Have questions or need support? 

Hatch customers, reach out to your Account Manager here with any questions you have. Non Hatch customers, you can book a demo with us here.