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chatbots - Coggle Diagram
chatbots
advantages of using chatbots
it allows organizations to interact with customers 24/7
it help to retrieve and provide information to customers quickly
it helps companies to relocate manpower to places that cannot be automated
what can chatbot do?
chatbot can retrieve information and respond quickly
unlike human agents who may need to search through materials before replying to the customers, chatbots now can be programmed where it can help to serve customers within a shorter period of time.
chatbots can respond to customers questions at anytime
for example, when a customer decided to ask questions about the product at night, the chatbot can help to answer the question instantly without a need to wait for a human to reply.
chatbot can be used to analysed data
all the chat conversations between the customers and the chatbot can be saved and analysed. This helps organizations to find out what customers are frequently asking, which helps to better attend to their needs.
can be created using dialogflow
benefits of using dialogflow
a chatbot can be created within the dialogflow cloud platform on a web browser
it only requires minimal coding skills which is suitable for anyone who has an access to a computer and browser
there are existing Teamcenter for building your chatbot
the purpose of each part
agent
A Dialogflow agent is a virtual agent with the mission to handle conversations with customers.
intent
Customers can reach out to chatbot agents to acquire certain information. As two different customers may ask the same questions but differently, their intent is the same.
entity
When an intent is matched, Dialogflow can extract specific information from the end-user expression. The extracted data is called a parameter or entity type. Parameters and entity types are structured data that can help us make better sense of what the user is trying to find out.
steps to build your chatbot
set up intents in dialogflow
follow-up intent
define entitles in Dialogflow
integrate chatbot to other platform
train your chatbot
it is important to review the chatbot regularly can train it better, so as to provide a desired responses to the customers
eg: telegram, Facebook messenger, WhatsApp, etc
the chatbot can be trained to look out for entitles in the conversation which makes the conversation more meaningful.
After the chatbot answer the customer's question, the customer will ask a follow-up question from that response.
consider how different people might ask the same questions differently