Visitor says – NLP in Tidio Chatbots

In this article, we’ll show you how to use the “Visitor says” node and Natural Language Processing in Tidio.

This feature will help you trigger bot responses based on what your visitors typed when they started a conversation. 

Visitor Says supports 16 languages: English, Arabic, Chinese-simplified, Chinese-traditional, French, German, Italian, Japanese, Korean, Dutch, Polish, Portuguese, Spanish, Thai, Turkish & Russian.

What exactly is NLP?

Natural Language Processing is one of the forms of artificial intelligence, that aims at recognizing and understanding natural language, used by us on a daily basis. Thanks to NLP, chatbots can reply to users’ questions, based on phrases typed in by users.

This allows the chat to work based on real, typed messages, instead of pre-made and choosable options, making the interaction less restricted. The bot can react with a specific message, based on the words that appear in the customer’s question, e.g. if the person asks “I want to return a product” – the bot can recognize the word ‘product’ and trigger the appropriate reaction to it:

In a more natural example – the bot NLP recognizes the question about the opening hours:

– when is your business open? 
– what r your hours?

and replies with a correct answer:

Without NLP, your chatbot would have to rely solely on the pre-made decision tree flow, forcing users to choose one of the pre-defined answers.

The “Visitor says” node is a Trigger — something the visitor needs to do to start a particular Automation, so this needs to be one of the first elements on the grid.

How to set it up in your bot

To add it, create a bot from scratch or edit an existing scenario, then just drag and drop the “Visitor says” node, and connect it to the appropriate reaction.

Feeding Your NLP Chatbot

Adding just a single phrase to a bot is not enough. With only one phrase, our visitor would have to put in the exact words for the chatbot to work.

One node (trigger) “Visitor Says” = one language
Remember that you can use only one language in one node. If you want to trigger one chatbot by using phrases in different languages, please create separate triggers for different language versions or separate chatbots.

You can add multiple sentences to “feed” the NLP engine. Phrases added to those fields will trigger a bot response. The more phrases we add, the greater the chance that our chatbot will recognize what the visitor has written. We suggest using at least 3 phrases, but the more the better!

Because we have implemented so many phrases, our Chatbot will recognize what we want even if we are not using the exact phrases:

NLP recognizing phrases

NLP Chatbots in a Conversation

The NLP chatbots will only work in a conversation that is not assigned to any Operators. We designed them that way to avoid any unnecessary and annoying interruptions.

NLP in a conversation

To learn more about the basics of editing a chatbot, check out this video or read the full tutorial here.

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