By using the Tracking-ID it is possible to request the delivery status from the shipping provider. As a result, the order status and additionally the Tracking-ID can be delivered. To ensure that the information of a specific order can be delivered, another confirmation/authentication is required, for example the zip code.īased on that two pieces of information, an API in the Backend-System is triggered. The customer knows the Order-ID or another identification feature like the E-Mail-Address that was used for the purchase. Let’s assume, as an example, a request concerning the shipping status of a specific order. The Zendesk Suite is the simplest way to get up and running with everything your team needs to deliver seamless support across channels, at great value. Data flow of a sample usecase for RASA chatbot Solution → In this case it’s necessary for the bot to establish a connection to the required Backend-System (CRM, ERP, Shopsystem, DWH, etc.). The bot builder is the tool you use to create answers for your bot, which controls how it behaves in response to customer input. Bots provide customers with instant, accurate responses to day-to-day questions, freeing your human agents to address more complex matters. Once installed, chatbots become your 24/7 frontline agents, taking on a wide range of customer conversations. Complex RequestĮxample: “When will my order be delivered?”Ĭomplex requests often refer to a specific business task, for example an order, an offer or shipping. How to create a Facebook chatbot with Zendesk. → The RASA-Bot automatically suggests suitable articles to the customer. These types of requests are predestined to be solved through a Knowledge Base/FAQ. Simple RequestĮxample: “Is it possible to pay with Paypal?”. A simple request, as well as a complex request. Often, we differentiate between the type of requests. Process flow of the RASA chatbot integration with Zendesk communicating with external backend systems via API Use cases This will result in a faster response regarding requests and less manual ticket processing by the Customer Service Team. Your goal should be to implement a bot, for example RASA, that can solve common requests autonomously. You can just enter a URL and the chatbot will be. It is important to identify situations/use cases, in which the use of a chatbot actually makes sense. You can train the chatbot by adding a website link, a sitemap link, a Zendesk Help Center Link, a Gitbook link. A major issue in Customer Service are recurring requests, which could be solved by using a chatbot. What is a chatbot A chatbot is a type of conversational AI that enables businesses to put a layer of automation or self-service in front of customers in a friendly and familiar way.
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