Customization in Conversational AI and Easier Meeting Prep for Sales Reps: July Releases from Drift

By Gauri Iyengar

Earlier this year, Drift launched the Conversation Cloud, which brings together conversational and customer data across sales, marketing, and service to provide a 360-degree view of your customer that you can use to deliver a consistent experience across the buyer’s journey.

This month, we worked to improve functionality across all three pillars of the Conversation Cloud — Conversational Sales, Conversational Marketing, and Conversational Service.

Read on to learn how different members of your team can get the most out of Drift 👇

Novel Utterances in Conversational AI

Drift Conversational AI lets your buyers and customers ask questions and speak to you in their own words. But, sometimes they might say something the bot doesn’t recognize — a novel utterance. Now, marketers can configure how bots respond to these novel utterances and let the site visitor know that their inquiry was not understood.

Learn more about how to use Conversational AI in playbooks.

Conversational AI Chatbots: Base Topic Customization

Drift Conversational AI is pretrained on a set of base topics that allows it to answer common questions. But, of course, every business is different. Now, marketers can further train the AI to respond to Drift-created base topics with examples that are most relevant to their business needs.

Learn more about AI topics.

Routing Fallback: Ticket Creation

Conversational Service empowers your customers to find answers to their questions quickly and easily on their own or get help from a human without having to wait. Now, with the new routing fallback rule, Drift Admins can set “Ticket Creation” as a fallback rule, giving site visitors the option to create a ticket when a human is unable to respond in chat.

Learn more about team routing fallbacks.

Meeting Prep

The handoff from a sales development rep to an account executive can be a major point of friction, especially when understanding the account is critical to a sales rep’s success.

Enter Drift Assistant, a convenient summary of account and opportunity activity, which makes sure reps are primed going into their next discovery call.

Learn more about the activity feed.

That’s all for this month. Check back next month for more from Drift.

Want to learn more about Conversational Service and how to use it? Check out Understanding Drift Conversational Service.