Assign a Bot to Handle Inquiries

How to Assign a Bot to Handle Specific Customer Inquiries

Assigning a bot to handle inquiries allows for automated responses, streamlining customer support and improving overall response times. It also enables live agent handovers when necessary. Here’s how you can set up bots to manage customer inquiries effectively:

1. Assign a Bot with FAQs

• Go to Bot Builder: Access the Bot Builder module in Wabo.
• Create or Edit a Bot Flow: Build a flow where the bot will respond to specific customer inquiries.
• Add FAQs: Create nodes in the flow for common questions and their answers. The bot will automatically respond with the predefined answers when it detects matching inquiries.

2. Assign a Live Agent

• Set Up a Node for Live Agent Assignment: In the Bot Builder, create or edit a flow node that transfers the conversation to a live agent when the bot can't handle a query.
• Configure Live Agent Action: In the node settings, select the option to Assign Live Agent. This ensures that inquiries outside the bot’s scope are routed to a human agent when necessary.

3. Use Smart AI to Handle Customer Inquiries

• Smart AI Integration: You can also leverage Smart AI to handle customer queries more dynamically.
• Upload Website, Sitemap, Document, or Text: Upload resources such as a website, sitemap, document, or text, which the Smart AI can crawl through.
• Automated Query Response: When a user asks a question related to the uploaded information, the Smart AI automatically provides relevant responses based on the data.

 

Using a combination of predefined FAQs, live agent handovers, and Smart AI integration, you can ensure that your bot efficiently handles customer inquiries, reducing manual effort while improving response time and customer experience.