About

The Service Bot, an expansion to the existing Welcome Bot, is an advanced customer support tool. It facilitates the creation of support tickets ('Report an Issue', 'Suggest an Idea', 'Leave a Feedback') and allows users to view and manage their tickets with options to supplement or cancel them ('Request Status'). A notable feature includes file attachments at any point in the interaction, ensuring comprehensive case details. This tool is crucial for businesses seeking to enhance customer engagement, transparency, and operational efficiency.

Description of the Service bot

The Service Bot incorporates the same features as the Welcome Bot's main menu, including multilingual support, Personal Data Processing Consent, Call Back Request, Frequently Asked Questions, Chat with an agent, and Chat Closure. Additionally, it introduces new functionalities such as Reporting an Issue, Suggesting an Idea, Leaving Feedback, and Request Status.

Report an issue

The service bot offers an indispensable function that allows users to report issues directly. When the 'Report an Issue' menu item is selected, the bot initiates user identification. If the bot does not recognize the user or their contact information, it prompts the user to provide an email address. Using this, the bot performs a search in the system for any existing contact record. If none is found, the chatbot initiates contact registration. This entails the collection of the user's full name and the creation of a new contact in the Creatio system.

Once the identification and registration are complete, the bot requests the user to supply a brief description of their problem or request. A new case is subsequently generated in the system, comprising a title derived from the user's description, with the contact linked to this case. Any files shared in the chat are attached to the case. Simultaneously, a new entry is made in the 'Chats' section of the case card, as well as the 'Case in Chat' section of the chat card.

The bot then inquires whether the user wishes to add further details. If the user responds affirmatively, their additional text input is incorporated into the case description. Lastly, the bot asks the user to confirm their email before providing them with the case number.

This feature is exceptionally advantageous for business operations, promoting efficiency and customer satisfaction. By automating the initial stages of case creation, it reduces the workload on human operators. By documenting each case thoroughly, it facilitates faster problem resolution. Moreover, it provides an intuitive way for customers to report issues, thereby enhancing their experience and fostering loyalty. Overall, this function bolsters operational efficiency while also strengthening customer relationship management.

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Suggest an Idea

The 'Suggest an Idea' function operates in alignment with the 'Report an Issue' and 'Leave a Feedback' features. When a user selects 'Suggest an Idea', the bot sets off an identification process to recognize the user and, if it's their first interaction, the bot records their contact details. Subsequently, the bot invites the user to propose their idea, ensuring a straightforward and user-friendly experience.

This user-provided information forms the foundation for a new case in the system, linked to the user's registered contact. Any files shared in the conversation are attached to the case, ensuring a comprehensive collection of details relating to the user's idea.

The 'Suggest an Idea' function serves as a vital conduit for user engagement and innovation within the business. It invites customers to contribute to the company's development, fostering a sense of involvement and value. The ideas proposed by users can offer unique insights, inspire improvements, and even reveal unexplored opportunities for the business.

This feature not only enhances customer satisfaction and loyalty but also fuels business growth and competitiveness. In essence, the 'Suggest an Idea' function underscores the company's dedication to innovation and customer-centricity, making it a valuable tool for progressive businesses.

Leaving Feedback

The 'Leave a Feedback' function operates in a similar manner to the 'Report an Issue' feature. This option allows users to provide their feedback about a product, service, or their overall experience.

The process is simple and intuitive. After the user selects 'Leave a Feedback', the bot initiates the same user identification process as it does for reporting issues. If it's the user's first interaction, the bot will register their contact details. Then, the bot requests the user to provide a succinct account of their feedback. This input is used to create a new case in the system, linked to the registered contact, with any files exchanged in the chat attached to the case.

The 'Leave a Feedback' function provides businesses with direct access to customer sentiments and experiences. It facilitates the collection of invaluable insights which can be analyzed to identify strengths and weaknesses in products, services, or customer interactions.

Having a dedicated feedback system demonstrates a company's commitment to hearing its customers' voices, which in turn strengthens the customer relationship and builds trust. By swiftly addressing feedback, businesses can effectively solve problems, enhance customer satisfaction, and ultimately, improve their offerings. This function, therefore, is an essential tool for continual improvement and customer-centric growth in any business.

Request status

The 'Request Status' function offers an empowering tool for users to directly interact with their cases, fostering transparency and control. When a user selects 'Request Status', the bot guides the user to select a case from their list, then subsequently provides detailed information pertaining to the chosen case. If there is only one case linked to the user, the bot instantly presents the relevant case details.

These details typically comprise the following:

• Request number: {0}

• Registration date: {1}

• Subject: {2}

• Description: {3}

• Request status: {4}

• Resolution time: {5}

• Solution: {6}

Following this summary, the user is presented with two pivotal options to manage their case: 'Add Information' and 'Cancel Request'.

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Add Information

This sub-function empowers users to enrich their existing case with additional details. On selection, the bot requests the supplementary information, which is seamlessly incorporated into the existing case description. The ability to augment case information is beneficial for both users and businesses, ensuring comprehensive data collection for a timely and accurate resolution, thereby boosting operational efficiency.

Cancel Request

This sub-function allows users the flexibility to cancel their case if they no longer need it to be resolved. Once selected, the bot updates the case status to 'Canceled', notifying the user of the change. This gives users a sense of control over their cases, while for businesses, it helps maintain an updated, accurate queue of active cases, preventing effort being expended on resolving non-existent issues.

Overall, the 'Request Status' function offers an integral tool for user engagement and efficient case management. It enables businesses to display their dedication to customer satisfaction and responsive service, making it a crucial asset for successful customer relationship management.

Attach files

An important feature to note that extends across all functions of the service chatbot - 'Request Status', 'Leave a Feedback', 'Suggest an Idea', and 'Report an Issue' - is the ability to attach files at any point during the interaction. Regardless of the timing, all user-provided files are accurately attached to the respective case.

The chatbot ensures that the user is acknowledged for their contribution, confirming the successful receipt and linkage of the files to the case. This promotes a user-friendly experience as individuals can conveniently provide additional documentation or evidence related to their case whenever needed.

For businesses, this functionality is a boon as it guarantees all relevant information and materials are centrally collected, easily accessible, and linked to the appropriate case. This aids in an exhaustive understanding and efficient resolution of each case.

Overall, this feature bolsters the utility of the service chatbot as a comprehensive and efficient tool, capable of managing diverse user interactions while enhancing the overall customer service experience.

How to install

There are two methods available for installing the Welcome Bot application:

1. Installation via the Creatio marketplace

2. Installation via a file

Installing the Welcome Bot application from the Marketplace

1. Go to Application Hub

2. Click New application

3. Select Marketplace powered

4. Select the application Service Bot for Creatio

5. Click Install

Installing the Beesender application from the File

1. Go to Application Hub

2. Click New application

3. Select Install from the file

4. Click Select file

5. Select the Service Bot package received from Beesender tech support

6. Click Open

Link the Service Bot process to the chatbot agent

Next, you need to link the Beesender - Welcome Bot process to the chatbot in the Beesender chat configuration. To do this:

1. Go to the System Designer

2. Click Beesender Chat Configuration in the Import and Integration section

3. On the Agents tab, click

4. Fill in all the fields in the window that appears:

   • User – Select a system user with a Beesender license

   • Type – Chatbot

   • Active – Set the checkbox to allow the chatbot to receive chats

   • Processes – Select the process Beesender – Service Bot from the list

   • Max load – The total maximum weight of chats that the chatbot can process (you can safely bet 1000)

   • Queue Position – Set position in the queue. If you want the bot to start before the human agents, set the value to be less than the position of the human agents. Zero is the available value

5. Click on the "+" icon in the Channels details and select the channels where you want the Welcome Bot to operate.

Service bot settings via the Welcome bot configuration section

The Service Bot configuration is done in the Welcome Bot configuration section. The Service Bot tab contains different field groups.

The Welcome Bot Phrases tab description

The settings and phrases for the Service Bot are located in the Service Bot tab. This tab includes the following field groups:

• Settings

• Main menu buttons

• Leave a request

• Request status

Settings

The Settings field group consists of checkboxes:

• "Report an issue" is used: If selected, the "Report an issue" button will be available in the main menu.

• "Leave a feedback" is used: If selected, the "Leave a feedback" button will be available in the main menu.

• "Suggest an idea" is used: If selected, the "Suggest an idea" button will be available in the main menu.

• "Request status" is used: If selected, the "Request status" button will be available in the main menu.

• "Add information" is used: If selected, the user can add additional information to their request when viewing the request status.

• "Cancel request" is used: If selected, the user can cancel their request when viewing the request status.

Main menu buttons

The “Main menu buttons” fields group contains the text for the main menu buttons of the Service Bot. You can customize their text. The fields are mandatory to fill in only if the corresponding checkboxes are enabled.

Leave a request

The "Leave a request" fields group includes a list of text fields that correspond to the chatbot's replies and buttons used in the process of creating a request. These are triggered when the user clicks on one of the following main menu buttons: "Report an issue," "Leave feedback," or "Suggest an idea." You have the flexibility to rephrase them according to your preference.

Request status

The "Request status" fields group includes a list of text fields that correspond to the chatbot's replies and buttons used in the process of providing information about a request to the user. These are triggered when the user clicks on the "Request status" button. You have the flexibility to rephrase them according to your preference.

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