Guides and tutorials

How to automate Messenger chatbot answers in few steps?

BY Maja Schaefer
2 months ago
automation

Maybe you have heard that so far the only solution for automating your customer service on Messenger as well as on other text channels is solely done by large companies, and that it requires implementation of complicated algorithms, artificial intelligence and of course that it is terribly expensive….Well, we have then a great news for you! It will still require the implementation of complex algorithms, artificial intelligence but the great news is that we made it and it is accessible to everyone!

What do we need to automate an answer?

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

Let's start from the beginning...

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

answername

  1. Define the questions that will be linked to the topic. We have determined that our theme will be "Opening hours". So what would be the usual question of user to ask us for opening hours? Try to think of as many questions and variants as possible.

questions

  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.

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

emojipicker

  1. As part of the response, you can also run a specific plugin (e.g. 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 the user to be redirect to.

choosefromplugins

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

Do you have a magic ball? If yes, lucky you! Otherwise , let us share with you few words about how to train your 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 is why we have launched the Unrecognized questions function. All questions that the bot does not recognise and therefore cannot answer will be sent to the section AI Consultant -> Unrecognized questions.

Moreover, you can add such an unrecognised question to an already existing topic or create a new one by selecting one or several similar questions, to which you can anticipate one answer, that will be cover by 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 praised by all of us, after all, we are not infallible. In the same way, chatbot may incorrectly answer the user's question. But 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

Thus, the chatbot will after each automatic response ask the user whether the information he gave was useful. On the list of topics, you can then follow for how many users was the answer helpful and for how many not. If you notice that a topic is more useless then beneficial, verify the list of question and modify what is necessary. Maybe your questions are too general or you have entered only short phrases?

Tips and tricks when automating customer service:

  1. Chatbot intelligence prefers longer phrases before shorter, so avoid saving to its knowledge base one or two word phrases, in this way you can ensure higher performance of your chatbot.
  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 that reflects what your audience is asking. It's up to you how much time you spend to add new topics and assign questions to them. But one thing is for sure - every minute spent on training the bot is a milestone towards automation.

Do you have any questions? Contact us!