AI Conversion Agent (AICA): Expected Behavior & Known Issues

The AI Conversion Agent (AICA) is something we are continuously improving on. It continues to learn, but this takes time - we're continuing to test and make careful, incremental adjustments to AICA's behavior. The development process is intentionally deliberate and thorough, but there are some expected behavior and known issues we want to be sure you are aware of.

• AICA doesn't care about geography, it will push for an appointment no matter where the contact lives.
• AICA is still learning how to end a conversation in a natural way.
• We do not currently support custom programming of AICA beyond the fields available in Location Settings.
• AICA only knows the information about the practice available in Location Settings or in the Workshop. It does not know:
  • - The names of practitioners at the practice other than the workshop presenter in a workshop use case.
  • - Information about any other location in the practice aside from the one it is actively representing and is enabled for.
    • - Ex. If a campaign is sent from Body Movin' Physical Therapy - Nashua location, AICA only has knowledge of that specific location.
    • - Ex. If a workshop is scheduled for BodyMovinPT-Nashua, AICA only has knowledge of BodyMovinPT-Nashua.
• While AICA is active, all messages will bypass the Unread Messages folder in the Text Chat. Once AICA deactivates (because the clinic intercedes, because AICA's task is complete, ec.) messages will resume appearing in the Unread folder so the practice can handle them.
• If custom information has been added to the AI Background field in Location Settings, this has the potential to override the "Disclose if virtual assistant" feature.
• AICA is programmed to create a "Review Needed" notification (this is considered a BOOM notification) any time it replies to the contact with, "someone from the office will follow up with you" or a similar statement.
  • AICA saying it will "make a note" does not currently trigger any action.

Please reach out to support@getbreakthrough.com if you have any questions or feedback!