How to Configure an AI Chatbot

Article author
Zendesk Admin
  • Updated

After setting up the AI on the chatbot, you can configure it. One of these configurations allows you to set a limit on the number of messages sent by the bot before being handed over to the agent and determine how creative the resulting response will be. Here are the steps.

  1. Enter the Chatbot menu.
  2. Then on the Chatbot settings tab, click "AI configuration".

A. Set up AI Conversation

Next, you will enter the AI Conversation tab which is useful for configuring conversations.

  1. To change settings related to AI message thresholds, click “Edit”.
  2. In the Message limit section, you can enter the number of conversations the chatbot will handle before being redirected to an agent.

    By default, you will have a 10-message limit per chat room. You can adjust the amount for each 1 chat room.

  3. In the Human agent handover section, if you select the message it will be redirected by any available agent.
  4. And if you select a specific division, then you can select the desired division.
  5. Finally, you can also choose to divert messages to specific agents. And select the agent you want to assign.
  6. Next, enter the transition message in the column provided.
  7. Click “Save changes” to save.
  8. In the Listen time section you can click "edit" to determine how long the bot must wait for the user to finish typing the message before responding.
  9. Listen time has been set, then the chabot display in the conversation looks like this.
  10. Enter the desired waiting time and click “Save changes”.

B. Set AI Response

On the Response tab, you can set the temperature which is useful for managing the creativity of the responses produced by the AI. The higher the temperature, the more varied the resulting response will be. Meanwhile, a low temperature will create a more predictable response.

  1. To set it, click the "Edit" button.
  2. Then slide the toggle to determine the temperature you want.

    The following is information on the value per slide of temperature.

  3. Click “Save changes” to save.