Setting up a chatbot can improve customer experience. You can provide company information, greet customers, or let them know if it is service hours. Compared to channels like phone and email, over 70% of customers prefer to self-serve to solve problems.
Introduction
Unlike “conversation scripts,” the auto-reply feature provides quicker and easier-to-use bot responses, but cannot handle more complex dialogue scenarios.
When this feature is enabled, the bot will automatically analyze the customer's utterances and look formain keywords to perform "Knowledge Base" and "Keyword Reply" searches and replies, and if no matching keywords or answers are found, it will prompt the customer to enter a "transfer-to-agent keyword" to connect to a human agent.
If set toOffstatus, as long as the customer sendsany message, the system will directly route the conversation to a human agent without requiring a transfer-to-agent keyword, and it will not proactively search the "Knowledge Base" or "Keyword Reply."
Keyword Reply
When a message exactly matches a keyword, a related message will be automatically returned, allowing the "keyword" to act as a customer service bot and provide more immediate customer support.
You can also inform users in the "Event Auto-Reply" message which specific keywords they should send to receive certain information.
If letter case differs, it will be treated asa different keyword.
Transfer-to-Agent Keyword
When the customer enters aspecified keyword, the conversation will be switched toagent service, and will wait in the "Service List" for an agent to pick it up.
Example:
When the transfer-to-agent keyword is"agent"they will
At this point the system will receive a text transfer
Return-to-bot-mode Keyword
When the customer enters this keyword, the conversation will be switched back to chatbot mode, and the agent will no longer be able to continue replying to this customer.
Example:
When the return-to-bot-mode keyword is"leave"they will
