SHIELD

SHIELD is a proprietary algorithm we have developed to monitor conversations, ensuring the protection of your business against potential problems caused by errors in artificial intelligence (AI). The goal of SHIELD is to provide you with complete security in using the software, freeing you from the concerns that AI might drive customers away instead of attracting them.

Purpose of SHIELD SHIELD intervenes to halt conversations in three specific scenarios:

• Human Request: The conversation stops if the user explicitly expresses the desire to speak with a team member, whether it be sales or support, or shows a preference for human contact.

• Missing Information: In this case, the conversation is interrupted if the AI does not have the necessary information to answer the user's question available in the knowledge base. This prevents responses like "I'm sorry, I do not have the necessary information," maintaining the naturalness of the conversation, improving the customer experience, and reassuring the company.

• Received Media: Currently, our system is not capable of processing or understanding multimedia files (images, videos, or audio). When a potential customer sends one of these files, the conversation is paused, and you will be notified.

Notifications and Interactions In each of the cases mentioned above, you will receive an email at the address registered with your Bookli account, containing information about the lead, a summary of SHIELD, the user's message, and the AI’s interrupted response.

In the 'Notifications' section of Bookli, you will be able to view the notification and, in the case of "Missing Information," you will have the option to directly modify the AI's response from the notification. This feature allows Bookli to learn new responses and to avoid future interruptions in conversations.