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Getting Started with Comm100 Chatbot

June 20th, 2017 | Chatbot Management

Comm100 Chatbot is an automated service that is designed to carry out chatting tasks and return the answers based on the customers’ questions. It is acting very much like your human live chat agents, helping your customers with their everyday queries in a more efficient manner.

Chatbot is an add-on feature of Comm100 which requires an additional cost. Please first contact our sales team to get it.

This tutorial, as structured below, is designed to walk you through steps to begin using Comm100 Chatbot.

Enable Comm100 Chabot in Your Account

  1. Log into your Comm100 account;
  2. Click Campaign from the left menu list;

    Note: If you have multiple campaigns, please double check the name of the campaign in the upper-right corner of the page and make sure that you’re customizing the correct campaign.

  3. Click on Chatbot menu and Enable it.
    Enable Chatbot

Chatbot Configuration

Customize Name and Avatar

You can define your own Chatbot Name and upload customized image as the Avatar of your Chatbot that best meets your business requirement.

Chatbot Name and Avatar Customization
Chat with Agent Button

Whenever your visitors would like to chat with a real agent, they can click on this button to seek further help. You can always show this button on your Chat Window for your visitor to talk to your agent at any time. Three positions are available for you to select from, which are Above the input area, Left side of toolbar and Left side of toolbar with chat bubble. The text Chat with Agent on the button can also be customized to your preferred one.

Chat with Agent Button
Greeting Message

Greeting message is a pre-defined message which is sent by your Chatbot once the chat is started. Each Chatbot can have its own auto greeting message.

Chatbot Greeting Message
Chatbot Send Different Messages Based On Its Answer Scenarios

Greeting message is a pre-defined message which is sent by your Chatbot once the chat is started. Each Chatbot can have its own auto greeting message.

When Chatbot returns an answer to your visitor, but the visitor rates it as Not Helpful, it can send a message to deliver apology and suggests switch to human agent support.

When Chabot provides Possible Answers for your visitors for a number of consecutive times, it can send a message to recommend the human agent support.

You can set up whether Chabot should include the Chat with Agent button in above situations.

Chatbot Messages
When Chat Requests Will Be Distributed to Chatbot

To optimize your chat acceptance, you can select when the chat request should be distributed to Chatbot based on the chat queue length or a defined probability.

Chat  Request Distributed to Chatbot

Only when queue length reaches 2 means when there is one visitor waiting in queue, the upcoming second chat request will be distributed to Chatbot.

Note: This option only works when you’re accepting chat requests automatically.

Probability of being distributed to Chatbot: 50% means after a visitor initiates the request, there is 50% of chance that this chat request will be distributed to Chatbot.

Question Base for Chatbot

The Questions base is a question repository where you define and modify all your questions and its corresponding answers.

This setting is for you to decide that if your Chatbot will fetch all the questions in the Questions Base or just from the selected categories in the Questions Base.

Select Question Base for Chatbot
Chatbot Sensitivity

Clicking on the Advanced will extend the options for you to change the Chatbot Sensitivity which determines how your Chabot is sensitive to visitors’ questions during the live chat. The sensitivity score range is from 0 to 100 and can be manually adjusted. This will change the score range of the returned “High Confidence Answers”, “Possible Answers” and “No Match Score Answers”. Read more on What is Chatbot Sensitivity.

Chatbot Sensitivity

Chatbot Question Base Management

To help better manage your questions, we have a standalone menu Chatbot Questions Base, under which four sub menu are available: Question, Question Learning, Question Optimization and Synonym.

Set up Your Questions
Set up Your Questions for Chatbot

This helps you to create most frequently asked questions and their answers. To create a new question in this repository, please perform the following steps:

  1. Click on New Question;
  2. Enter a question which might be asked by your visitor as Standard Question;
  3. Click on + Add a similar question to add Similar Questions. You can define multiple questions based on your Standard Question;
  4. Set up the Answer for the questions;
  5. Click on Add a related question to add existing questions as Related Questions, which helps your visitor find more helpful information;
  6. Select a Category for the questions;
  7. Save the changes.
    Add Questions for Chatbot
Question Learning

You can check the questions which are asked by visitors but don’t have High Confidence Answers. It helps you enrich your Chatbot Question Base. You can include one visitor-asked-question in your question base either by adding an answer to it, or by adding it as a similar question of one standard question.

Chatbot Questions Learning
Question Optimization

For each High Confidence Answer, Chatbot will give visitors the option to rate it as Helpful or Not Helpful. If the answer is rated as Not Helpful, you can optimize your Chatbot Quesiton Base by modifying the standard questions that are tied to it or the corresponding answer.

Chatbot Question Optimization

A synonym of a keyword will be recognized exactly the same as the keyword itself when Chatbot processes a match. You are suggested to add synonyms based on industry-specific vocabularies instead of the word meanings.

A For example, At Comm100, we can add “chat software” as one synonym of “live chat”. Apparently, one word can have multiple synonymies.

Chatbot Synonym
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