Customer Assist

A conversational assistant can handle many types of scenarios. Below is a list of the most common use cases for the assistant.

Use case #1: Routing conversations to the right agent

Set up your assistant to gather the following information before routing:

• Prompt users with a “How can we help?” question first, and then ask for their email or name (if needed) after.
• Create a welcome menu with some categorization to route to the right agents, and then ask the same questions as above.
• If you have very specific menu options, you can skip the “How can we help?” question and only gather the data that your agents usually request, such as the order number. Here's an example of an interaction prompting the user to enter their email address.

Use case #2: Use a menu to help guide customers toward an answer

Instead of asking customers open-ended questions that may result in a longer experience, use menus to present options for your customers to choose from and guide them to the best resolution.

• Expand your menu with many more contact reasons using a multi-level list attribute. 
  • You will need to use a conditional for the lowest menu options.
    
  • Use the Update Data interaction in each menu option to save the contact reason you use for your other channels.
• For some menu options, start by providing short final answers to the high-volume, low-integration ones. Then, hand it over to your team.
  • Short answers are better than providing a longer knowledge base article.
  • By working off the menu options you can hand over the conversation to different teams based on the menu topic chosen.
• Use feedback buttons for all final answers such as “Helpful” and “I still need help”. We recommend ending the conversation with the “Helpful” button.
  

Use case #3: Let AI help your customers using information found in your knowledge base

• Create a public knowledge base and use the AI response interaction to create an assistant that responds to customer inquiries using your information.
  
  

Use case #4: Help your customers by using existing static content:

• Integrate with your knowledge base for free-text questions by adding an Article Deflection interaction in your "Something Else" menu fallback button.
  
  
• Create intents for your high-volume questions and provide step-by-step instructions on how to solve them. If you also have a knowledge base, turn on Intents in the Article Deflection interaction for maximum self-service. With this feature, the engine will match intents first, then suggest articles, and finally hand over the conversation to an agent as a fallback.
  

Use case #5: Automate entire processes by performing actions and integrating with your CRM and systems:

• Use the Object Selector interaction to resolve common issues, such as where is my order, for authenticated users.
  
• Automate any process integrating with 3rd party APIs or your CRM information with callable workflows.