![]() ![]() Help the Bot Understand The Customer Intent If a customer says they are not coming, you don’t have to ask the other two questions. You can also use Process Rules to control the flow with a certain logic. After gathering customer input on “Coming?” “Name” and “Number of Guests” you would call Run Script to save their answers to Salesforce or even external systems. You can Ask Question to gather information, and Send Response to return the output to the chat window. It supports different types of tasks that can be configured in a dialog. The Einstein Bot builder is the new point-and-click setup tool that allows us to build dialogs in a bot. You would at least ask if they are coming, and if so, their name and number of guests, then respond with a friendly message “Thanks for coming.” Because you are either asking or returning information one piece at a time, this RSVP transaction eventually becomes a small dialog with multiple exchanges back and forth between the customer and the bot. Let’s say your customers are accepting an invite to a party via a bot. These “things,” often referred to as “ transactions,” will serve as the building blocks of your bot.Įach of these transactions usually takes one or more inputs and will also have output(s). Analyze frequent issues that your chat agents are helping customers with every day and see if those issues, like booking an appointment or checking status are simple enough for a bot to handle. To sort out the pecking order of things supported by your bot, here is some homework. There might be a few folks wanting to check the weather forecast but chances are most customers will likely go to a weather service website. ![]() These “things” are typically related to the customer’s common interactions with your business. They come to your website to get certain things done, like getting order status or making appointments. Let’s think like a customer for a moment. So how does it work? First of all, your ChatBot is very smart, but you need to teach it what to do. What does this mean? Less agent handle time, less customer wait time, a better user experience and more happy customers! With the help from the bot on these heavy volume but simple tasks, their agents now have more time to work on complex customer issues or value-add activities. These inquiry types make up over 1/3 of their overall chat volume! More importantly, they can chat with a lot more customers at the same time and the bot does it faster than any of their best agents. In my recent experience in helping customers implement the very first Einstein Bot, the top 3 inquiries from their chat channel can now be handled by a bot. More and more businesses are now looking into ChatBot as a practical channel to provide instant service to their customers. With the recent rise of Artificial Intelligence, ChatBots have become a lot smarter and they understand customers more accurately than a bot could ten years ago. Okay, we are not there yet for the coffee, but maybe someday.Įxciting, right? Even better, let’s grab a backstage pass to see how the Einstein Bot does its magic.Ī ChatBot, in general, is a service that is powered by predefined business rules, scripts and artificial intelligence thru a conversational interface. In case the customer does need attention from an actual agent, the bot can smoothly transfer the customer to an available agent, and serve coffee while they are waiting. Salesforce customers, get ready to welcome the newest member to your workforce, your friendly Einstein Bot! It greets your customers, answers their questions, and it can even dip into your fulfillment system and retrieve the customer’s order status. ![]()
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