United Kingdom

Case Studies

ChatBot Knowledge Software

The support team can handle more cases when use the Chat Bot software. Our Chat Bot software not only provides simple conversation panel but also, handle major questions and requests from user. Only in case when user want to interact with person, the chat bot switches to support team member. Below is the scenario how the user interact with the chat bot.

  • The user enters information about the product issue.
  • The chat bot asks about the order number and then finds in the database particular order.
  • When the product and the order are confirmed, the chat bot asks the user about the problem.
  • The chat bot search in the database or in FAQ the particular problem using Natural Language Processing (it allows use only some sentences to find particular data. User doesn’t have to enter full information).If the problem description was found then the chat bot gives instructions on how to solve the problem.
  • In case if the problem described by the user wasn’t found in the database then, the chat bot asks the user if he wants to create new issue ticket and then new ticket is created and the information is sent to the support team and stored in the database and support software and information about the new ticket is sent to the user.

Another case scenario

The Chat Bot Knowledge software will collect the data from the database and other help documents. The Knowledge database is properly trained and the customers can use the Bot Knowledge simply asking questions in natural human language.

For example, the customer can ask the bot:

“How the product A works?” and the Bot will get the answer from the Knowledge database. Also, the Bot will understand the question if the customer asks “How to start with product A” or “Give me more details about how to begin work with product A”.

The Bot uses Natural Language Processing technique which is an intelligent solution.

This solution can focus support team on more important tasks and customer satisfaction is better as he doesn’t need to wait for the support team to answer by phone or email. Also, it has an advantage over standard online bots as the bot doesn’t need support team interaction. It’s fully automated support solution.