⛔ How to stop Siena from engaging in certain conversations

In the realm of AI-driven customer service, customization is key. Siena, our generative AI, is engineered to provide useful responses to a broad spectrum of customer queries. However, there may be instances where you'd want Siena to refrain from engaging. This could be due to a specific customer phrase or after reaching a certain point in a conversation. Let's delve into how you can guide Siena to effectively pause its responses.

How to Control Siena's Engagement

1. The Power of the Skip Response Action

A simple way to stop Siena from responding is by using the Skip Response action. This action is triggered when Siena identifies a particular intent, ensuring it doesn't continue the conversation under certain conditions. For example: If you don't want Siena to reply to refund requests. Simply create an automation about refunds, add the Skip response action, save it, then toggle it on.

2. The Role of Exclusion Lists

You can select specific tags, keywords, users/domains that you don't want Siena to automate. Simply add these to the content moderation or create a rule for it in the rule-based engine (RBE).

3. Adding Instructions to the Persona and Automation

Another option is to directly guide Siena on the topics to which she doesn't need to respond. This can be achieved by adding instructions in the automation and Persona. It's vital to be clear and precise in your instructions to ensure that Siena correctly understands when to disengage. We recommend testing these instructions in the Playground to confirm Siena's understanding.

This might be tricky, but the current behavior of the AI model is to generate a response. When instructing Siena not to respond, always add an alternate route. Otherwise, it might cause the AI to become confused and hallucinate.

For example: If you don't want Siena to offer refunds, you can add this in the instructions: "If a customer asks for a refund, never say that you will process the refund. Instead, route it to the team".

Managing Siena's engagement in conversations is crucial for a personalized customer service experience. By leveraging the Skip Response action, exclusion lists, and direct instructions, you can guide Siena to interact with your customers in the most suitable way.

If you face any difficulties or have additional questions about optimizing Siena for your business, our Customer Success team is always here to help. Together, we can ensure that Siena elevates your AI customer service automation, making every interaction as streamlined and effective as possible.