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Increase your answering capacity in 4 easy steps : chatbot + conversation queue

This article is designed as a sequel to our express onboarding, where we explained how to deploy a basic strategy on iAdvize. In this article, we explain how you can improve this strategy to address more visitors by combining a chatbot and a conversation queue.

If you don’t want to use a chatbot, you can also deploy conversation queues only, by following this article.

 
 This type of chatbot only engages visitors if agents are available, in order to transfer conversations. If you add a conversation queue that will allow agents to take messages with a delay, as we show you how to do in step 4, your chatbot will continue to engage visitors until the conversation queue is full. 

 

In the current context, your visitors probably appreciate talking with a human being - this is why we recommend this combination. But you can also create chatbots with “closed” scenarios on iAdvize that don’t depend on the availability of agents and can engage your visitors under any circumstance.

 

1. Create a new skill

In the “Team” section, “Management” tab, pick “skill” in the drop menu and click on the green +.
Create a new skill called “orientation of all visitors”.

 

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2. Create a chatbot and change its scenario

2.1 Set up your chatbot's profile

Remain in the “Team” section, “Management” tab, pick “user in the drop menu and click on the green + Pick ”bot” among the different roles.
Name your bot - only you and members of your team will see its name. Here, we name it “all-visitors orientation bot”.
Give it a pseudonym and an avatar (in the “communication” section that only your visitors will see. Here, we name it “Welcome bot” and give it an avatar that looks a little like our logo. We don’t recommend to give it a name and an avatar that look too “human” as this could lead your visitors to think that they are speaking with an agent - they could be disappointed.

 

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Still in the “communication” section, pick the skill “orientation of all visitors” that you just created. Then, click on modify scenario”.

 

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2.2 Adjust your scenario

You are now in the Bot builder. In the menu, click on the dented wheel, then on “import a scenario” to import the scenario we designed especially for the Covid emergency (you can download this JSON file at the end of this article).

 

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This very simple scenario includes
  • welcome sentences
  • a branch redirecting to Covid info
  • a branch redirecting to delivery info
  • a branch transferring to agents
Click on the “list” icon in the Bot builder menu in order to see and modify the cards. You can click on each card to read and adapt its content. You can add links using the following formula: : [iAdvize website](https://www.iadvize.com/fr/) - hooks will disappear. 
You can change and add cards as you wish, according to the following principles:
  • the chatbot’s purpose is to redirect visitors toward the relevant information, or to get some information it transfers to agents, saving time
  • for this reason, the scenario must remain simple, so that your visitors don’t get lost, nor have to wait
  • for the same reasons, keep your messages short and concise
  • make sure that each branch of the scenario ends in a positive and reassuring way for your visitors, such as a greeting or the assurance that their message is being transferred to an agent.
On the top left of your screen, a red dot warns you if there are some errors. Make sure that you address them before saving your scenario and quitting.
 

NB: before you quit, you may also want to export your finished scenario; this can be very useful, for example, if you want to translate it in another language, if your website is in several languages, as the chatbot can only deal with one language. You will then have to adjust the communication and localization preferences of the new bot, as for any other user. 

 

3. Integrate your new chatbot in your routing

3.1 Create a new routing group

In the “Engagement” section, “Routing” tab, pick “routing group” in the Drop menu and click on the green +

Name this group “orientation chatbot”. Pick “skills”, “matches one of the values” and “ orientation of all visitors”. Save.

 

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3.2 Change your routing rule

Still in the “Routing” tab; pick “routing rule” in the drop menu. 

Click on the pencil on the right of your exisiting routing rule; "to answer team"

In the section Send the conversations from these targeting rules…” delete the targeting rule called “welcome all visitors + 10s” and save.

   

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3.3 Create a new routing rule

Still in the “Routing” tab, drop menu “routing rules”, click on the green + and name your new rule, for example “to orientation chatbot”. 

Then click on “add a targeting rule” and pick the first rule you created: "welcome all visitors + 10s” 

 

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In the following section, “Define the distribution for each group”, click on add routing rules” on the right. Select your new routing group “to orientation chatbot”.

 

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Then, in the main menu, on the right of the name “orientation chatbot", type 0 in “slots in conversation queue”, then save. 

 

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Now your chatbot will pre-process all the messages sent by your visitors and orient all the visitors who can get the information they are looking for autonomously - making your agents more available overall. 

 

To improve your agents’ productivity, you can also add conversation queues.

 

4. Set your conversation queue

4.1 Extend your conversation queue

This feature allows your agents to handle some conversations in an asynchronous way, “smoothing” the way they handle conversations and increasing their productivity. If your visitors have left the website by the time the agents handle their message, they will be notified of their answer by email.

If you want to activate this feature, remain in the “Engagement”→”routing”→” routing rule section” and simply click on the pencil on the right of your routing rule “to answer team” to modify it again.

In section 2 “Define the distribution for each group”, you can write in the “slots in the conversation queue” column a value that rougly corresponds to the following formula: 

number of agents in your team * average handling capacity per hour * available time that you do not wish to dedicate to live messages

For example: if a 5-people team handles on average 10 messages per hour, per agent, and usually have 3 off-peak hours in a working day, then the formula is 5 * 10 * 3 = 150 slots in a queue, which is significant.  

As a precaution, you can set a slightly lower number of slots to see how your agents can handle it, then progressively adjust this number according to their performance: you now know how to set this number, and any change will take immediate effect on your conversational strategy.

4.2 Train your team

You just increased your answering capacity, as your agents may now handle conversations with a delay. They also have new features on their panel, such as the “snooze” button, and must be trained to use them.

 

You can do that in a few minutes thanks to the course “iAdvize Messenger, for agents”, available on iAdvize Academy.