CUSTOMER SUPPORT CHATBOT DEMO

A customer support chatbot can engage users, reduce costs, provide 24/7 service, extend your reach and provide a business edge.

265 billion customer support requests are made every year, and it costs businesses $1.3 trillion to service them. Chatbots can reduce these costs significantly when companies upgrade from antiquated, inefficient IVR technology to AI powered chatbots.

This is our example of a technical customer support chatbot for a fictional company which sells printers and scanners.

*We are currently busy with other projects so the demo is not currently live, we can arrange for a live demo, contact us for more information.

A few details

The Project

Create a demo chatbot which will be capable of answering the more common technical support queries related to the scanners and printers which the company sells. The bot will provide an idea of what a fully functioning chatbot is capable of. Highlighting the scope for integrating with existing back end systems. In this case using a tech support ticket system, product inventory and other internal system integration to answer customer queries.
The bot will be integrated into a the Facebook Messenger platform.

Chatbot brief

Specifications

Check support ticket status
Provide product help
Create ticket
Arrange callback with customer
Answer common product questions
Provide in bot product information and links to further information

How we solved it

Our approach

As this was a demo chatbot project we wanted to use the exercise to highlight possible backend integrations which we could carry out with a live project. The facebook messenger integration in which the chatbot was delivered enabled us to use some more complex UI elements to enhance user experience.

Chat to the support bot

Conversational Interface

Conversation Planning

The Chatbots aim was to support 3 technical support conversations.
Check Ticket Status
Get Help
Answer FAQ

Connecting to existing systems

Integration

The support chatbot has been developed to mimic a live application which has some back-end integration with existing systems.

The chatbot provides 3 levels of integration.

Customer support ticket lookup – the bot interacts with a current support ticket

Product listings – the user is able to drill down through product category choices when trying to get help for a specific problem.
Product lookup by serial number – the user provides a serial number which the chatbot uses to lookup the product details.

Platform

We decided on the Facebook Messenger platform for where our demo chatbot is going to reside.

Conversational Planning

3 Main conversational contexts.
Get help, Check current ticket, Ask FAQ. The bot also supports small talk by default, it will respond with predefined phrases. These can be tailored.

Understanding Users

Understanding the users’ needs, behavior, and expectations. This bot would serve current customers of the company requiring assistance with their printers/scanners.

Conversational Interface

We are able to leverage some of the more advanced UI elements in Facebook Messenger. Cards, Quick Replies, Images, Buttons.

Training

We can use the extensive training capabilities of the Dialogflow platform to fine tune the chatbot user experience.

Analytics

We can provide analytical data on chatbot sessions, queries per session, top intents handled by the agent and exit rate per intent.

Entities

Working hours

intents

Coffee

Get Help Check ticket status Ask FAQ

CUSTOMER SUPPORT CHATBOT DEMO

*We are currently busy with other projects so the demo is not currently live, we can arrange for a live demo, contact us for more information.

The Project

Specifications

Our approach

Conversation Planning

Integration

Platform

Conversational Planning

Understanding Users

Conversational Interface

Training

Analytics

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