Adding a Chatbot to your live chat allows you to deliver round-the-clock service and support, handling a high percentage of inquiries automatically. You have total control over the questions and answers your Chatbot handles, using the question base from within your Comm100 dashboard.
The Comm100 Chatbot can be used as a first line of support to automatically answer queries from your customer base, leaving your live chat agents to only handle the most complex of queries. With our Chatbot you can:
You can set up your Chatbot easily through your dashboard, assigning it with a name, avatar, and appropriate greeting messages, allowing you to personalize your Chatbot’s look and feel to mirror your branding.
You can tell your Chatbot when you want it to take chats – either based on a fixed percentage of all chats, or you can set it up to take chats when the queue length hits a certain number.
You can also set up Chatbot to take queries while your agents are offline, helping you to provide customer support around the clock.
Personalize your Chatbot’s responses by filling in your most frequently asked questions and their answers.
Questions can be bulk imported from your existing FAQs, and you can also create your Chatbot’s questions from your chat transcripts.
For example, if customers commonly ask, “What are your cut-offs for shipping?”, you can instruct Chatbot to answer “Orders placed before 5 PM will be packaged and shipped the same day. Orders placed after this time will be shipped the next day.”
Chatbot can use text, links, images and video to help it clearly explain a variety of query types and concepts to your customer base.
The more questions you give Chatbot to learn, the more accurate it will be in fetching the right answers.
When your Chatbot has high confidence in an answer being supplied, Chatbot can reference your own database to provide helpful, personalized information to your customers.
Some examples of customer questions you can set up include:
Chatbot can also perform basic business functions, such as making bookings or completing transactions.
We’ve used Natural Language Processing (NLP) technology to infuse our bot with a better knowledge of how humans use language.
NLP allows chatbots to better understand the meaning and intent of a phrase, and deliver appropriate responses based on this. For example, Chatbot can recognize that “what’s the pricing of” and “how much is” are the same intent, and deliver consistent, correct responses no matter how customer questions are worded.
You can choose whether you want visitors to be able to switch to an agent-led service after they are assigned a chat with your Chatbot.
If you decide to, visitors can switch to an agent chat at any time. Or, you can disable this option so your visitors meet the Chatbot as a first line service, keeping your agents available only for queries that the Chatbot cannot answer.
You can access a range of data relating to how your Chatbot handles visitor questions, to help it become more accurate over time.
At any time, you can monitor or take over Chatbot’s chats – helping you to understand exactly how your Chatbot is handling real-life customer queries.
You can also set up your Chatbot service so agents can be notified about certain categories of visitor questions, helping your team to keep tabs on the visitor questions which matter most.
You can view a number of different Chatbot reports:
This tells you how Chatbot has helped reduce your agent workload, the accuracy of your Chatbot answers, and visitor satisfaction with your Chatbot.
You can also review a range of comparative reports which compare how your Chatbot performs compared to your human agents:
This side-by-side visibility helps you to make better resourcing and management decisions, and helps you to ensure you’re getting the best value from both your Chatbot and human teams.