Overview
Qualified AI is the fuel that turbocharges our entire Qualified Platform and each of our products. Our vision is to help companies power their websites with AI, and deliver hyper-personalized experiences at every touchpoint to grow pipeline. This article will walk through how AI has come to life in our flagship product, Conversations. AI Pounce (Auto Pounce) can help you as a rep to be more efficient by Qualified pouncing on your behalf and bringing you in at the right moment when the visitor is ready to chat.
How it Works
Auto pounce uses eye-catching greetings to automatically proactively engage with visitors while your reps tend to other VIP visitors or doing other work. Auto pounce will start the conversations with a visitor for the initial pounce and secondary nudge message, and once a visitor responds, you will be alerted to continue the conversation. See it in action below:
Auto pounce abides by your existing Conversations routing rules and will rotate which rep auto pounce mimics on availability.
Features include:
AI Greeting: This is the first message thats sent on behalf of the rep. For this message we currently consider the reps name, visitor's company, visitor's name, return visits, email click-throughs, ad click-throughs, and emojis.
AI Nudge: This is the second pounce sent if the visitor doesn't engage with the first message. Our Predictive AI watches the digital body language to understand when a visitor is engaged and is sent in context of the page they are engaged with.
Setup
When this feature is turned on, you will have to be made aware that the first time you turn yourself available, the "enable auto pounce" toggle will be turned on. You have to manually toggle this off if you do not want to be included in auto pounce's routing.
When auto pounce is turned on for a stream, you will see this icon on the top right hand corner.
Once a visitor responds to an auto pounce, you will get alerted in the app through your normal notification settings, and see this timer on your home screen prompting you to start a chat.
Unlike an inbound chat, Qualified will not surface a meeting booker as a fallback. Ensure you mark yourself as unavailable if you walk away from your computer! If a single response is missed, you will be marked as disabled for Auto Pounce.
When you get notified to enter the conversation, feel free to pick up where the auto pounce left off! Auto pounce messages are indicated with a purple border and only visible in the Visitor 360. To the visitor, it looks like it's been you, the rep, the whole time!
Visitor View
Auto pounce is pouncing on behalf of you, so the visitor experience will be no different as if you were to pounce on them yourself. You do not have to greet them a second time when you join the conversation.
Minimizing “Missed Responses”
For any visitor response to an Auto Pounce, an action is required from you as the rep. In most cases, you will respond and send a message to the visitor, to continue on the conversation.
However, some conversations may not warrant a response. In this case, you can mark the conversation as “Spam” or “No response needed”.
If no action is taken within the “rep timeout limit” set by your admin (normally 60 seconds), you will be marked as no longer enabled for Auto Pounce, and the lack of response will be categorized in reporting as a “Missed Response”.
If you have any questions, please reach out to your Qualified Success Architect or Qualified Support.
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