Guides and tutorials

How to automate answers to questions on Messengear?

BY Maja Schaefer
a month ago

If you have heard so far that the automation of customer service on Messenger or on other text channels is reserved only for large corporations, it requires the implementation of complicated algorithms, artificial intelligence and is terribly expensive ... We have good news for you. It still requires the implementation of complex algorithms, artificial intelligence, but we made it accessible to everyone.

How to automate an answer?

In short, you create a knowledge base by adding sample questions that lead to a topic. And then you "fold" the answer you want to see a chatbot who has a question in the knowledge base or a similar question.

Let's start from the beginning...

  1. Name your topic. This is only for your information, but it will definitely facilitate your later work. The name should clearly define what is behind the given subject, eg. Opening hours, Questions about a remote job, Available sizes.


  1. It's time to define the questions that are to lead to the topic. We have determined that our theme will be "opening hours". So how can a user ask us for opening hours? Try to think of as many questions as possible.


  1. Now it's time to automate the answer! The answer may consist of elements such as text, photo / gif or a link to the website. You can also use the Quick Replies option to ask the user for details and provide a different answer depending on the option selected.


  1. In response, you can use Emoji Picker to spice up your speech 😊


  1. As part of the response, you can also run a specific plugin (eg quiz or contest). It is very easy. Select from the Quick replies toolbox, name the button and select the appropriate plugin to which you want to redirect the user.


And it's ready! Now you can test your bot by asking a question from the knowledge base.

Do you have a magic ball? That is, a few words about how to train a bot. 🔮

Of course, you can try to anticipate all possible questions from users. However, if you are not in possession of a magic ball, it may not be feasible :) That's why we launched the Unrecognized questions function. All questions that the bot does not recognize go to the section AI Consultant -> Unrecognized questions.

You can add such an unrecognized question to an already existing topic or create a new one by selecting one or several similar questions, to which you anticipate one answer, that is one topic.

Did I help you?

"I am only a human being and I have the right to be mistaken or misunderstood" - this sentence could be uttered by all of us, after all, we are not infallible. In the same way, chatbot may incorrectly answer the user's question. In order to efficiently capture such situations and verify whether the chatbot response was what the user expected, you can enable the Quality assurance mechanism (AI Consultant -> Quality assurance plugin).

Zrzut ekranu 2018-12-11 o 16.06.35

After each automatic response, chatbot will ask the user whether the information he gave was useful. On the list of topics, you can watch on an ongoing basis for how many users the topic has been helpful, and for how many. If you notice that a topic has a lot of "uselessness" applications, verify the list of questions that point to the topic. Maybe your questions are too general or have you entered too short phrases?

What to look for when automating customer service?

  1. Longer phrases are used by chatbot intelligence, avoid questions in the database in the knowledge base, which consist of one or two words
  2. The more example questions, the better!
  3. Automatic responses should be short and concise, like any chatbot message

Now you know that automating the most frequently asked questions is very simple and does not require a lot of time! Start now and build a knowledge base based on questions asked by users. It's up to you how much time you spend to add new topics and assign questions to them. One thing is for sure - every minute spent on training the bot is a milestone towards automation.

Do you have any questions? Contact us!