Conversation AI Overview

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 6 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Conversation AI assists with customer messaging by offering response suggestions for your team or handling conversations autonomously across connected channels.

    Who this article is for

    This article is for sales teams, support staff, and administrators managing customer messaging channels and looking to scale their response capabilities.

    Overview

    Conversation AI streamlines text-based customer interactions. Depending on your setup, it can act as a co-pilot by suggesting replies for human agents, or it can handle conversations autonomously based on your configured knowledge base and business rules.

    What Conversation AI is used for

    Conversation AI can be deployed in two primary modes to support your messaging channels: - Suggestive Mode (Co-Pilot): The AI analyzes incoming messages and drafts suggested replies. A human agent reviews, edits, and sends the message. This ensures quality control while speeding up response times. - Autopilot Mode: The AI autonomously replies to customer inquiries across SMS, email, or chat widgets, using the rules and knowledge you have configured. This provides instant 24/7 responses.

    How conversation handling works

    When a message arrives via a connected channel, the AI evaluates the customer's intent against your knowledge base. If it finds a confident match, it either suggests the reply to your team or sends it automatically (depending on the mode). If the AI cannot confidently answer, or if the customer requests human help, it triggers an escalation protocol.

    What to prepare before using Conversation AI

    To ensure accurate and helpful responses, you must prepare: - A comprehensive, up-to-date knowledge base covering your most common FAQs, pricing, and services. - Clearly defined business rules (e.g., how to handle appointment requests). - Active and verified messaging channels (SMS, Email, Web Chat). - Strict human escalation rules.

    Account and plan dependency

    The availability of Conversation AI, the channels it supports, and the associated usage charges depend on your selected GEVADE CRM plan and account configuration. Usage-based charges typically apply per AI-generated message. Review your billing settings for specific details.

    What to review before going live

    Before enabling Autopilot mode, it is highly recommended to use Suggestive Mode first. Review the AI's drafted responses to ensure it understands your business context. Check the following: - Are the answers accurate and on-brand? - Is the AI correctly identifying when to escalate to a human? - Are the connected channels receiving the messages properly?

    When Conversation AI should not be used alone

    Conversation AI should not be left unmonitored. It is not equipped to handle sensitive billing disputes, complex technical support, medical advice, or legal inquiries. You must configure the AI to immediately hand off these topics to a human agent.

    Configuration note

    AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI may need human handoff for these situations. Always test before going live. We do not guarantee message delivery, lead conversion, or perfect response accuracy.

    Resolution guidance

    Why did Conversation AI stop replying to a customer?

    The AI is designed to stop responding and escalate the conversation if it encounters a question it cannot answer, if the customer becomes frustrated, or if the customer explicitly asks for a human. Check the conversation history to see if an escalation rule was triggered.

    Why is the AI suggesting incorrect information?

    The AI bases its answers on your knowledge sources. If the information is outdated or contradictory, the AI will provide incorrect suggestions. Update your knowledge base and test the specific query again.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.