Understanding the New Query Detection Feature in Conversation AI

What is the New Query Detection Feature?

The New Query Detection feature enhances your CRM's Conversation AI by improving how it interprets a contact's messages during an active chat. Rather than viewing each incoming message in isolation, the AI now analyzes the recent context of the conversation. This allows it to intelligently determine if a contact is introducing a brand-new question, continuing a previous discussion, asking for support, or inquiring about your products, services, or pricing.

Key Benefits

This update is designed to make automated conversations feel more natural and helpful for your contacts.

• Improved Context Awareness: The AI can better distinguish between follow-up questions, topic changes, and entirely new inquiries.
• More Relevant Responses: By understanding intent more clearly, the bot can pull from the most appropriate information sources to craft its reply, reducing mismatched answers.
• Seamless Integration: The feature works automatically. There is no new setting to enable or existing bot configuration to rebuild.

How Query Detection Works

When a contact sends a message, the Conversation AI follows a logical process:

1. Context Review: It evaluates the latest message in light of the preceding conversation history.
2. Intent Identification: It classifies the message's purpose—is it a follow-up, a new question, a support request, or a sales inquiry?
3. Information Matching: Based on the detected intent, it searches through your configured bot training, Knowledge Sources, and instructions for relevant information.
4. Response Generation: It formulates a reply that is informed by both the context and the most pertinent available data.

Example Scenarios

Follow-Up Question: A contact asks, "What are your service plans?" After receiving the list, they ask, "Is setup included in the Basic plan?" The AI recognizes this as a direct follow-up about the plans just discussed.

Topic Change: A conversation begins with a contact asking about business hours. Later, they ask, "What is your return policy?" The AI detects this shift from operational details to policy information and responds accordingly.

New Inquiry: A contact who previously discussed pricing messages again a day later asking, "Do you serve clients in Canada?" The AI treats this as a new, distinct question about service areas.

Supporting the AI with Quality Information

While query detection helps the AI understand what is being asked, the quality of its answers depends on the information you provide. To ensure the best performance, regularly maintain your bot's knowledge base:

• Review and update Custom Bot Responses and FAQ entries.
• Ensure Knowledge Sources—like website crawler data, uploaded files, and rich-text content—are current and accurate.
• Refine your bot's goals, personality, and instructions.
• Remove any duplicate, outdated, or conflicting information from your training materials.

Setup and Configuration

No setup is required. The New Query Detection feature is active automatically for all Conversation AI bots in your CRM. To maximize its effectiveness, focus on the ongoing maintenance of your bot's training data and Knowledge Sources as outlined above.