Chatbots are a tool that conservatives have long opposed in terms of customer support, arguing that communication cannot be of high quality if it is not with a "live person."
But now everything has changed dramatically, and chatbots have become capable of "learning" to provide quality advice, process orders, book tables at a restaurant or hotel, and register for webinars, taking into account all the customer's wishes.
To connect a chatbot and automate the processing of requests, you don't need to take courses or have special skills, just log in to the NovaTalks interface.
You will get the following opportunities:
- super-friendly interface for creating chatbot logic that is available to users at any time;
- multi-level self-service menu;
- setting up a chatbot in the customer's language;
- setting up the logic of non-working hours;
- quality assessment;
- integration with customer systems to receive/transfer customer data;
- customize the logic depending on the data received;
- "seamless” transfer of conversations from bot to agent.
Setting up a chatbot in the system interface is simple, But before that, you need to decide what you need a chatbot for, what functions it will perform, and what process you will delegate to it. Step by step:
- What process do I want to automate?
- Gather analytics from the chat center on the most common steps a customer goes through (stages, questions, and answers).
- Draw a diagram in accordance with the data from the 2nd step (example in Figure 1).
- Go to the settings in the NovaTalks interface:
*video tutorial
A few simple recommendations to help you set up the perfect chatbot:
- make your chatbot human-like. Much depends on how the user perceives it. Give the bot a name, put a logo or an image – this will help to set the customer up for a dialog.
- make a pause between messages, divide them into parts. It is important that the user has time to read the message, especially if the text is long. Very short or no waiting time is annoying and increases the feeling of "communicating with a robot". Make pauses depending on the length of the text and increase them with each new message.
- use buttons and quick answer function. Quick answers are provided to the user to simplify the processing of the request and usually disappear after use. The buttons, in turn, send the bot as a response and they do not disappear after being pressed.
- give your customers the opportunity to say no. Create tactful negative quick responses so that the customers don't feel uncomfortable when they refuse.
- encourage customers to return. At the end of the dialog, create a response that will allow you to reactivate the bot and start the dialog again.