Greetings from Zoho SalesIQ!
Handling visitors with basic queries efficiently while also focusing on other valuable leads has become the need of the hour. The Answer bot in Zoho SalesIQ acts like a layer between your visitors and operators - a layer that handles all visitors with basic, redundant queries with the help of your knowledge base and then leaves the crucial part to your operators.
WHAT IS ANSWER BOT?
The Answer Bot is a smart, NLP-based, resource-powered support assistant in Zoho SalesIQ 2.0 that can simulate a conversation with a website visitor in natural language.
These bots will use articles, FAQs and small talk from your resource module and respond to visitor queries. All you have to do is to train these bots with your fully-built knowledge base.
RESOURCES TO TRAIN YOUR ANSWER BOT
Resources are the "Brain of the Answer bot". These resources are the ones that will be used to train your bot. The bot will use these resources to analyse visitor queries and answer them. So, your resources module has to be perfect and strong for the AI bot to function effectively. Here is the list of resources that will help you equip your answer bot.
1. Articles: Articles are the most expandable form of help that your answer bot can offer to visitors who visit your website. The more the number of articles, the more powerful your Answer Bot will be. When you have a sturdy article collection, the functioning of your AI Bot becomes more effective and smooth - the bot gets trained to answer any question that comes from the visitor. 2. FAQs: FAQs are a list of common questions visitors have asked about your product or service that you can add to your knowledge base. The FAQs can be shared by answer bots during the conversation. When the intent of the visitor's query matches any of the FAQs, then the related FAQs will be suggested on the chat window. When you have a strong FAQ section for your business, the Answer Bot feature will have more information to draw from and this will in turn increase the resolution rate of the bot. 3. Small Talk: The Small talk module allows you to configure phrases and responses, which one or more Answer bots can use to converse with your visitors.These phrases help your bots create a personal environment for your visitors and make them feel at home. Small talk packages can be very beneficial if your business runs across multiple domains requiring different conversation styles. 4. Business Terms: Business terms are a collection of terminologies used as synonyms when referring to the same thing. Example: In SalesIQ, operator, agents, and representatives are synonymous terms that denote the same. After the business terms have been added, the user can create resources using any of these terms, and the answer bot will train itself and respond correctly irrespective of the term used.
The UAQ section consists of a collection of all the questions asked by the visitors that the answer bot has managed to find intents from but couldn't find an answers to. When the bot does not know the answer to one of the questions that the visitor asks during a conversation, it is added to the UAQ section. This helps you understand what customers are looking for inside your product. This can help you improve the quality of the resources that you have and customer self-support. The lesser the number of UAQs, the stronger your Resource module.