Natural Language - The future of AI-powered conversational workflows

At FullContext, we believe that AI is going to revolutionize the workplace and create massive gains in throughput, quality, and productivity for organizations. At the same time, we also believe that the human element is critical and that the true power of AI lies in synergy: being able to supercharge employees while at the same time leverage their creativity to get the most out of AI.

To that end, we are excited to unveil the next generation of our conversational workflow builder that allows humans to realize their ideal workflows in natural language. This is a huge advancement over the status quo of rigid, complicated drag and drop workflow builders. Moreover, it also represents a new type of AI-powered solution in the market where AI is not treated as a black box, but is instead a transparent, human-configured piece of an optimal GTM workflow.

The problem with conversational workflows

Conversation is at the heart of any potential customer interaction. From startups to large enterprises, each prospect is unique and has their own set of priorities, bounded by resources, budgets, and their place in the buyer’s journey.

Existing conversational solutions are, at best, simple state machines that force buyers into rigid places within a static workflow. Not only are these complex to set up and configure, but they fail to capture the true non-linearity of a buyer's needs and how they want to interact with a company. If at any point they need to deviate or have a question that isn’t captured by the workflow, they are stuck and fail to get what they need and drop out of the funnel. These problems are summarized below:

• ❌ Non-linearity - Buyer’s have specific needs and goals that do not fit into a static workflow.
• ❌ Complex questions - Buyer’s need to be able to ask complex questions relevant to them and get meaningful answers at any point in the experience.
• ❌ Proactive discovery and follow-up - Getting the most out of a buyer conversation is not just reacting to the buyer’s inquiries, but needs to proactively discover their issues and point them in the right direction.
• ❌ Judgement - Not every buyer is the same and requires intelligent judgment calls to determine if they should be prioritized and where to be routed. Oftentimes this is not a simple conditional, but requires a human-level understanding of what to do next.

These issues have created a general distrust of chatbots by buyers and a tendency to lean into human interaction. Moreover, in many cases, leaving this up to an automated workflow can be a liability and create missed opportunities and unconverted leads. With the FullContext platform, these can be solved directly through our natural language workflow builder.

Introducing AI scripts

In FullContext, workflows are configured using “Scripts.” Scripts are plain english descriptions of workflows that are executed by AI agents. Think of these as documents that could be given to new hires to instruct them on how to handle customers and include the tribal knowledge needed to be successful. Within FullContext, scripts are configured with a “notion-style” interface that has special blocks for configuring advanced behavior and metadata:

When these scripts are executed by AI agents that are also trained to be experts on the company they represent, new levels of conversational power are unlocked:

• ✅ Non-linearity - At any point in the conversation, the AI can react to the conversation and determine where to take the buyer.
• ✅ Complex questions - The AI is trained to be an expert in the company and can meaningfully answer buyer questions at any point in the conversation.
• ✅ Proactive discovery and follow-up - Scripts can be configured with proactive questions that can be asked at natural points in the conversation and based on the identity of the buyer.
• ✅ Judgement - There is a reason why conversation is at the heart of buyer interaction, it is fluid and allows for the capture of the nuance of the customer’s situation. The FullContext AI can understand the conversation and be configured to make judgment calls on how to handle each particular customer.

Conversation is at the center of the FullContext platform, but is just the beginning in terms of what can be accomplished through a buyer interaction.

Beyond conversation - demos, scheduling and more

To get the most out of an AI-powered workflow, it should go well beyond just a simple conversation. Buyers want to see the product and move to the next steps in the process. FullContext is the only product in the market which combines a conversational interface with the capability to show off the product.

Agents can be equipped with interactive resources that can be shown to a buyer at any point in the conversation:

In addition, FullContext agents have a broad set of capabilities that can be configured to automate and augment the workflow:

• 🛠️ Demo automation - The agent can show off the product with interactive demos. Depending on the conversation, the agent can jump to relevant portions of the tour.
• 🕵️‍♂️ Person-level visitor identification - To create more personalized experiences, FullContext can optionally leverage a proprietary partner network to reveal the identity of the person who is interacting with the agent.
• 📚 Interactive resources - Other resources such as case studies, slide decks, and videos can be shown to the user.
• 🗓️ Automated scheduling - When appropriate, the agent can schedule with the buyer directly using our native scheduling tool or via 3rd party tools such as HubSpot or Calendly.
• 💬 Live chat - Humans can join the conversation and take over from the agent.
• 🔔 Notifications and routing - The agent can be configured to trigger email and Slack notifications based on the content of the conversation and can route to the appropriate channel.

All of these capabilities can be assembled using natural language into the ideal conversational workflow that goes way beyond other products in the market.

Getting started is free. Sign up today and use one of our existing templates to start building!