Copilot is very skilled at answering your visitors' "general" questions, but they may have specific and individual questions, particularly those related to order tracking. This article explains how to handle this use case with Copilot, either autonomously by connecting to an API or by transferring the conversation to a human agent.
Since this feature is currently in beta, you can contact your usual iAdvize representative to activate it.
1. How it works
This feature leverages Copilot's ability to autonomously detect order tracking-related questions such as "Where is my order?" or "When will my order arrive?"
When a visitor asks this type of question, you can program specific behaviors for Copilot via the bot Builder and the generative AI card settings. Two options are available: transfer the request to a human agent or add a new card in the bot scenario to formulate an automated response.
If you choose to add a new card, the bot can then personalize its responses using APIs to improve the accuracy and relevance of the answers provided to customers.
2. Configuration
1. In the bot builder, create two new cards: "API connection" and "rich content," which will ask visitors for their tracking number, interact with the shipping service's API, and deliver a response to the visitors.
Here are all the details about collecting information with the API Connection card. Here are the details about responding to visitors with the Rich Content card.
It's up to you to write the bot's responses in the language used by your website.
2. In the bot builder, open your generative AI card and enable order tracking detection.
3. You can prescribe two types of specific behaviors for order tracking to Copilot:
- Transfer to a human agent: in case of order tracking detection, the conversation will be transferred to an agent for personalized handling.
- Use of an API: with this option, the generative AI card will hand off to an API Connection card and a Rich Content card, which can exchange data with an order tracking API and interact with the visitor based on the data provided by the API and the settings of this card. Reminder: this article presents various use cases for APIs in a bot scenario.
Attention: After the "rich content" card has completed its task, make sure to redirect the conversation back to the generative AI card rather than ending it. This step must be configured manually by selecting the GenAI card as the next step in the "rich content" card connected to the API.
To ensure the conversation flows naturally, we recommend choosing a greeting message in the generative AI card that works well both when the conversation starts and when it resumes. You may also set a first text message at the very beginning of your conversation if needed.
4. Define transfer alternatives if necessary, using your card settings, especially if a customer requests to speak to a human.
This offers greater flexibility in managing your visitors' requests and positively impacts their satisfaction.
