Chatbot

Adding a Chatbot to your live chat allows your visitors to interact with a bot, inside your regular live chat interface. You have total control over the questions and answers your Chatbot handles, using the question base from within your Comm100 dashboard.

Benefits of Running a Chatbot

Our 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:

  • Shorten handle times by handling customer enquiries more quickly
  • Lower service costs by reducing your reliance on human agents
  • Upskill your team, letting them focus only on complex queries which can’t be handled by your Chatbot
  • Decrease agent training time for basic tasks that can be handled by your Chatbot
Benefit from Running a Chatbot

Setting Up Your Chatbot

You can set up your Chatbot easily through your Comm100 Live Chat dashboard, assigning it with a name, avatar, and appropriate greeting messages.

You can also 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.

Set Up Your Chatbot

Setting Questions for Chatbot to Answer

Personalize your Chatbot’s responses by filling in your question base with your most frequently asked questions and their answers.

For example, if customers commonly ask “What are your cut-offs for shipping?”, you can add in the 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.”

The more questions you give Chatbot to learn, the more accurate it will be in fetching the right answers.

You can also set up related questions to be displayed each time your Chatbot answers a question from a visitor, allowing them to find even more helpful information.

Set Questions for Chatbot to Answer

Providing Personalized Account Information to Customers

Comm100’s Chatbot allows Webhooks integration. With a Webhooks, when your Chatbot has high confidence in an answer being supplied, Chatbot will reference your own database to provide helpful, personalized information to your customers.

Some examples of customer questions you can set up with Webhooks include:

  • What was the amount of my last bill?
  • What is the tracking number for my order?
  • What’s my shipping address?
  • When is my next payment due?
  • What telephone number do you have on my record?
Watch How Chatbot Sends Personalized Account Information
lcf-chatbot-webhok

Keywords and Synonyms

You can also improve the accuracy of your Chatbot’s responses by adding in synonyms, or words that are related to a keyword.

For example, at Comm100 we tend to refer to our product as “live chat”. We can then add synonyms to that keyword so that Chatbot can tell when people are referring to it in similar language: for example, adding “chat software” or “live support” to this keyword means that visitors can be understood by Chatbot, even if they’re using language that’s not within Chatbot’s question base.

Keywords and Synonyms for Chatbot

Chatbot Answer Confidence

For every question asked by a visitor, Chatbot will assign a ‘Confidence Score’ to each answer it gives, based on the information in the question base.

If Chatbot isn’t highly confident in returning an accurate answer, it will return a selection of related questions which should help.

For each question returned, Chatbot will also give visitors the opportunity to rate the answer given as helpful or not helpful.

If Chatbot cannot find an answer it has confidence in, or a visitor rates an answer as unhelpful, it gives visitors the option to chat with an agent.

Chatbot Answer Confidence

Switching between Chatbot and Agents

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.

Switching between Chatbot and Agents

Helping Your Chatbot to Learn

You can access a range of data relating to how your Chatbot handles visitor questions, to help it become more accurate over time.

  • Review all questions received from visitors
  • Review chat transcripts between Chatbot and visitors
  • Review visitor ratings of Chatbot as helpful or unhelpful
Help Your Chatbot to Learn

Chatbot Report

You can view the Chatbot report to see the number of chats taken by Chatbot, the accurate and possible answers Chatbot returns, and the helpful and not helpful visitor ratings on Chatbot.

This tells you how Chatbot has helped reduce your agent workload, the accuracy of your Chatbot answers, and visitor satisfaction on your Chatbot.

Chatbot Report

[Webinar] Introducing Comm100’s Chatbot

Join our live webinar to learn how adding a Chatbot to your live chat service can help you and your business, and to ask your questions to our expert team.

Watch Recording

Schedule a Free Consultation

Want to learn more about how this feature can meet your specific business needs? Schedule a 15-minute free consultation with us. One of our product specialists will call you back.