Offering a large-scale conversational experience by creating chatbots and integrate them into your targeting strategy, like any other agent.
1. Designate a bot master
Even if your iAdvize team contains multiple people, ideally you should designate a person in charge of the bot, who will have an accurate view of the steps in its scenario and how its augmented intelligence works. This will improve your efficiency!
2. Make an assessment of your conversations
- Conversation content: what are the main topics raised by your visitors? can your agents answer them easily with canned phrases (in this case, maybe a bot could do the same thing), or do they spend time detailing your products or answering complex questions?
- Your satisfaction scores: what are your CSAT scores and NPS? If you use the filters in your Conversation report, which conversations get the highest scores, and conversely, which get the lowest scores? how much do these performances matter to you and your team?
Take into account other elements as well:
- Efficiency and availability of your teams: what is the average first response time? The average handling time? Is your team very busy, near saturation point, or does it have some free time? Is it entirely dedicated to iAdvize, or does it also handle calls and emails? what are its working hours? Are the skills evenly distributed among the team, or does everyone have their own specialty?
- the possible use of an API: is it an external API (such as delivery tracking), or one that you own? Do you have all its documentation, and, if necessary, access and a key?
3. Set your bot's goal
- Determine the purpose of your bot. There is no shortage of examples and application possibilities! Ideally, this purpose will meet the needs identified during your assessment, but also take account of your brand strategy as a whole and your technical and human resources.
- Determine the monitoring indicators that will help you steer this project: we have already mentioned CSAT and NPS as these are important indicators for a large number of iAdvize users. On the other hand, if your bot's purpose is to help reduce the number of calls or emails, perhaps you should choose a productivity indicator such as lower email count or resolution time instead.
4. Determine its integration into your mechanics
- Your engagement rules. For example, if your bot is used for pre-qualification and self-service, would you like to assign all your targeting rules to it? Would you like to test it on an engagement campaign before extending it to your entire site? Or would you like to adjust its hours according to those of your team?
- Your routing: will your bot make a lot of transfers, or do you hope it will handle many conversations independently? Will it have to “collaborate” with a team of respondents who all have the same skills, or who each have specific expertise? All these aspects can affect its operation and are discussed in detail in our article on routing.
- The number of bots you have: if it seems appropriate, you can also divide the tasks assigned to your bot between two bots to optimize its work (this point is explained in our article).
5. Get creating!
- enable your augmented intelligence in the intent manager
- create the steps in your scenario
- and write your cards in the bot builder