![]() By using the Tracking-ID it is possible to request the delivery status from the shipping provider. As a result, the order status and additionally the Tracking-ID can be delivered. But their offerings are much better suited. To ensure that the information of a specific order can be delivered, another confirmation/authentication is required, for example the zip code.īased on that two pieces of information, an API in the Backend-System is triggered. Now, it should be said that Zendesks product has similar capabilities as well. The customer knows the Order-ID or another identification feature like the E-Mail-Address that was used for the purchase. Let’s assume, as an example, a request concerning the shipping status of a specific order. Data flow of a sample usecase for RASA chatbot Solution → In this case it’s necessary for the bot to establish a connection to the required Backend-System (CRM, ERP, Shopsystem, DWH, etc.). Complex RequestĮxample: “When will my order be delivered?”Ĭomplex requests often refer to a specific business task, for example an order, an offer or shipping. Connect your messaging channels to Zendesk web messenger. → The RASA-Bot automatically suggests suitable articles to the customer. messaging apps such as Facebook Messenger, WhatsApp, Instagram, and SMS. This article contains the following steps: Step 1: Activate Answer Bot (legacy Support Suite and Support + Guide plans only) Step 2: Evaluate your current help center content. These types of requests are predestined to be solved through a Knowledge Base/FAQ. To get the most out of standard autoreplies your help center should have at least 10 articles that cover commonly-asked questions. Simple RequestĮxample: “Is it possible to pay with Paypal?”. In this video, well show you how to connect and troubleshoot Zendesk and WhatsApp accounts using the Zendesk Portal.Help grow the channel. A simple request, as well as a complex request. Often, we differentiate between the type of requests. Process flow of the RASA chatbot integration with Zendesk communicating with external backend systems via API Use cases This will result in a faster response regarding requests and less manual ticket processing by the Customer Service Team. ![]() Your goal should be to implement a bot, for example RASA, that can solve common requests autonomously. It is important to identify situations/use cases, in which the use of a chatbot actually makes sense. A major issue in Customer Service are recurring requests, which could be solved by using a chatbot.
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