Introduction to Conversation Builder
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- Get Started
- Patient Channel
- Patient Facesheet
- Collaborative Inbox
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- Platform Settings and Configuration
- Users and Groups
- SMS Basics
- Troubleshooting and FAQ
- Conversation Builder
- Release Notes
- Technical Specifications
Table of ContentsWhat is Natural Language Understanding? How Does it Work? What is the Conversation Builder Library?Learn how to use Conversation Builder
Conversation Builder allows you to automatically engage patients in multi-step conversation sequences leveraging Natural Language Understanding (NLU). Based on our findings, 50-70% of all Conversations are completed without staff intervention.
What is Natural Language Understanding (NLU)?
Conversation Builder uses NLU to interpret unstructured patient responses based on identified intent and context. For example, instead of having to instruct a patient how to respond to be understood (eg: "Press 1 for Yes"), the patient is asked just the question and can respond however they'd like, such as using a thumbs-up emoji.
Similar to other conversational AI solutions, Conversation Builder learns and develops additional context from each interaction and sequence. As such, Conversation Builder will become increasingly intuitive and conversational over time.
How does it work?
Conversation Builder sequences can be created either from an industry-proven template in our Conversation Builder Library or from scratch. The Conversation Builder engine can be used to create an interactive conversation with branching logic designed to engage with your patients as they respond to messages. Based on patient responses you can send another message, update their Appointment Status, automatically mention a User or User Group, or change the Patient's Channel Status.
Once you are satisfied with your Conversation, simply add the Conversation's Smart Phrase to patient communication including Automations, Campaigns, Broadcasts, Quick Responses, and/or Manual Messaging. Unlike standard Event and Referral-based Smart Phrases, Conversation Builder Event and Referral-based Smart Phrases can be successfully used within Campaigns.
What is the Conversation Builder Library?
The Conversation Builder Library has been thoughtfully designed to tackle common use cases and allow you to quickly implement key automated Conversations within your Practice. From the Library, you can view and copy Conversations that can be customized to meet your goals.
Templates are automatically added to your library. To understand the templates you have access to, navigate to your Conversation Builder library and connect with your Customer Success Representative.
Learn how to use Conversation Builder
We recommend starting with our Building and Configuring Conversations course. This course only takes 25 minutes to complete and provides all of the resources you need to get started.