A chatbot designed to assist, not replace individuals.

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The most effective practices when deploying a chatbot, is ensuring the consumer has a manner out by providing the choice to chat with a human agent. When that occurs, it inherently means your consumer has skilled a chatbot that failed to assist him.

That’s why I need you to contemplate an alternate strategy:

“Chatbot as a concierge”

The sort of chatbot does not need to stop you from speaking to a human agent. As an alternative its major usecase is making ready a contact and ensuring the consumer is transferred to a professional human agent.

How?

The chatbot’s aim is to seize the required info (kind of contact, consumer profile, downside assertion,…), in order that it will probably route the chat contact to a human agent who has the talents to assist. Usually this information is captured by utilizing buttons. Solely when the consumer is requested to phrase his/her downside/query, a free textual content subject is suggested.

Advantages

  • Quick & simple manner to begin utilizing a chatbot (whenever you already provide chat as a contact channel).
  • Larger probability {that a} consumer’s first expertise together with your chatbot is a good one. A strong basis to construct on, in order that customers are inspired to come again to it.
  • Seize worthwhile conversational information, by capturing the consumer’s precise written phrasing. Evaluation on this information will permit your bot group to cluster expressions and outline the related intents. This enables your chatbot to develop organically in performance. When the boldness rating is sufficiently excessive, the chatbot can strive to reply questions whereas the contact preparation is ongoing (for the time being that the consumer entered it). If the chatbot manages to remedy the problem, the contact with the human agent is averted in a frictionless method.

Thanks for telling me what’s incorrect. For this downside I can advise you to <bot reply>…. If this does not remedy your query, no worries, an agent will discuss to you quickly. If it did assist, nice!

  1. Create a botflow that prepares a chat contact for human brokers, in order that they will hit the bottom working and minimise the discuss/chat time.
  2. Dialog evaluation by your bot group, aiming to outline new intents and botflows.
  3. Progressively introduce bot replies within the contact preparation movement, when intents are recognised with a excessive confidence rating => the variety of chats that your chatbot can deal with autonomously will enhance steadily.

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