Interaction Flow

4.1 Channels Supported

The chatbot is designed to assist Customer Service agents, and it operates as a standalone system, not directly integrated with any specific communication channel. Agents access the chatbot separately while interacting with customers through their usual communication platforms. Chatbot provides real-time assistance, quickly retrieving and generating accurate responses that agents can use directly in their conversations.

4.2 Agent Workflow Example

Here’s a typical workflow example of how an agent might interact with the chatbot during a customer query:

1. Query Input: The agent receives a customer question in a live chat and inputs the query into the chatbot’s web interface.

2. Response Generation: The chatbot processes the query, retrieves relevant data from the Knowledge Repository, and generates a clear and concise response.

3. Agent Review: The agent reviews the response. If necessary, the agent adjusts the tone or detail level to suit the customer’s specific needs.

4. Customer Response: The agent shares the response with the customer in the live chat.

5. Multiturn Interaction: If the customer asks follow-up questions, the agent continues the interaction with the chatbot, which retains context and provides additional information as needed.

6. Feedback: Once the conversation is complete, the agent provides feedback on the chatbot’s performance, which is logged for future improvements.

4.3 Web Browser Interface

The chatbot operates through a web-based interface, allowing agents to access it from any standard web browser without needing additional installations or software. This approach ensures ease of use and scalability across different agent workstations and locations.

Recommended browser: Google Chrome