A chat bot is a trained bot which is implemented specifically to interact with real world customers. Just like a real agent a chat bot agent helps to solve the queries of the customers. It also transfers the call to a chat agent on customer’s request.
ICE provides pre build chat bots which are created for specific domains and industries. Some of them include banking, hotels, finance, healthcare and insurance. These chat bots could be availed and configured as per requirements.
Click here for processes regarding to create a chat bot agent in ICE application
Yes. After attempting all the configuration processes to create a chat bot, ICE application also provides a chat bot simulator environment. This environment is exact replica of real time interaction with visitors. The behavior and performances of a chat bot can be tested before letting it to interact with actual visitors.
Once a chat bot is created, there are certain steps for its configuration. Click here to view the configuration process of a chat bot agent.
An intent is a group of questions and answers set for the chatbot in accordance to the requirement. Click here to read on how to manage intents.
Yes, definitely! Multiple intents can be sent in one response from the chatbot in the form of buttons, dropdown menu or radio buttons. Such responses are called close-ended questions in ICE terminology. Click here to read on how to create such close ended questions.
This feature allows users to set the sequence for the intents. If there is any procedure which needs to be followed by the visitor, the intents for that can be set in sequential manner.
Yes, of course! Multiple chatbots can be created at once. Also, different chatbots can be enabled for different webpages at the same time.
The chats wherein the visitor is communicating to the chatbot but disconnects the chat console without responding is termed as abandoned chat.
All the chatbot reports available in the application can be exported to the .pdf, .doc, and .csv format.
The responses sent by the visitor, which the chatbot is unable to answer are listed in the fallback expressions section.
ICE application has identified a few use cases which are frequently used across in the industry. The commonly used intents and responses for them are configured already into the application. The user just needs to import the agent required and they are ready to go live.
There are two kinds of reports available for chatbot – Chat Transcript report and Chatbot Analytics Report. The former one helps you know the entire conservation between the visitor and the bot while the later one shares insights on the total number of conservations – the abandoned chats and average chat length.
Yes, intents can be sent in the form of links or images to the visitor by the chatbot. The user can configure such intents using CK Editor available in the admin console.
CK Editor supports rich content for the bot responses. The user can enable CK Editor from the manage intents screen and add formatting styles to the content. Also the bot responses can be embedded with tables, block quoting, web resource linking, image inserting, and other common HTML formatting features using CK Editor.
ICE chatbot can be integrated with Facebook, Twitter, WhatsApp, and Text Messages (SMS). Once enabled, the chatbot with pre-defined skills can support visitors initiating chat from Facebook and SMS.
Reconnect chat helps the visitors save the time of re-filling the pre-chat survey details if the visitors want further more assistance from the live agents within 10 minutes of disposing of the chat.
There are two options available for the visitors to initiate the Reconnect Chat:
The only pre-requisite to enable Reconnect Chat for a skill is to have a pre-chat survey active for that specific skill.
A chatbot form can be enabled for the specific skill to collect the required details from the visitor if the live agents are not available when the chat is transited from chatbot. An automated email will be triggered to the configured email address with the visitor details as soon as the chatbot form is filled.