OwnAI - Conversation AI

Overview

The Conversation AI module helps you automate customer interactions using AI-powered intent detection and tagging. It allows you to create custom tagging rules, automatically categorize conversations based on customer messages, and monitor AI performance through detailed analytics.

Accessing Conversation AI

1. Click the Settings icon in the sidebar to access your account settings and configuration options.

1. Navigate to the AI Configuration section.

1. The AI Configuration section includes the following modules:

• OwnAI – Configure and manage AI settings.

• Usage Logs – Monitor AI credit consumption and usage activity.

• Transactions – Track AI Wallet credit transactions and balance updates.

• Conversation AI – Configure AI-powered conversation management and tagging rules.

1. Click Conversation AI to access AI-powered messaging and automation features.

Managing Auto Tagging

Auto Tagging allows the system to automatically assign tags to conversations based on configured rules.

• Enable Auto Tagging if you want tags to be applied automatically.

• Disable Auto Tagging if you prefer to manage tags manually.

Creating a Tagging Rule

To create a new tagging rule:

1. Click the Add Rule button.

1. Enter a name in the Tag Name field.

1. In the criteria field, define the conditions that determine when the tag should be applied.

1. Click Create Rule to save and activate the tagging rule.

Viewing Tagging Rules

All created rules are displayed in the Tagging Rules section, where you can review and manage existing tagging configurations.

Adding AI Credits

If additional AI credits are required, you can add credits directly from the Conversation AI page. Added credits are transferred to your AI Wallet and become available for AI-powered operations.

Analytics

The Analytics tab provides insights into Conversation AI performance and intent detection.

Total Unmatched Conversations

The Total Unmatched card displays conversations that did not match any configured tagging rule. Reviewing these conversations can help identify opportunities to create new rules or improve existing ones.

Intent Occurrences

Click the occurrence count (for example, 19 Occurrences) to view detailed information about detected intents and their frequency.

Intent Conversion

The Intent Conversion metric helps measure how effectively conversations are being classified and handled based on configured rules.

Intent Trends

The intent trend chart provides a visual representation of AI performance over time, helping you identify conversation patterns and trends.

Rule Performance Dashboard

The Rule Performance Dashboard displays detailed metrics and performance data for each tagging rule, allowing you to monitor effectiveness and activity levels.

Switching Views

You can change how tagging rules are displayed:

• Click the Card View icon to display rules in a card-based layout.

• Click the Table View icon to display rules in a structured table format.

Example

If a customer sends a message asking about pricing, the system analyzes the conversation and identifies it as a pricing-related enquiry. Based on the configured tagging rules, the appropriate tag is automatically applied to the conversation.

Notes

• Auto Tagging must be enabled for tags to be assigned automatically.

• Rules are applied based on the criteria defined during rule creation.

• Analytics help monitor intent detection accuracy and rule performance.

• Review unmatched conversations regularly to improve tagging coverage and AI performance.