Answer Bot and Personalized Questions

Answer Bot and Personalized Questions

Hi there,

I have the same problem using the SalesIQ Answer Bot and the Zoho Desk Answer Bot (which really need different names, to be honest, in order to avoid confusion...) 

Customers that visit our website ask questions in the form of "What do you do?" or "Can I apply for a mortgage" or "Do you offer auto insurance?". Inevitably, because the questions are asked directly of the Answer Bot, it answers AS the Answer Bot, or gets confused. Asking the same exact question, but substituting our brand name generates a quality answer. For example: "What does First Foundation do?" or "Does First Foundation offer auto insurance," generates the responses we're looking for.

Conversationally this is a problem. If the visitor was speaking directly with a human agent, the human agent would recognize the question, intuitively, as a question of whether or not their employer offers those services, and answer accordingly. If the AI agent doesn't recognize itself as an agent of the company, or if it can't read between the lines and be context aware that the client is asking about First Foundation services because they're on the First Foundation website, then it returns a lot of false positive non-answers.

If there's an easy answer to this problem, please point me in the right direction. The closest I've come is to try to hard code a few responses in the "personal" section of "small talk" on Sales IQ but this is insufficient, at best, as a solution.

I'd love to train the answer bot to KNOW that a "you" question should be answered as the brand.

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