When your support agents are spending time explaining to a customer how to track an order, they might be failing to address a major issue that needs immediate technical assistance. It's also tiring for your agents to answer repetitive questions and address similar issues that need minimal assistance. To reduce the stress on your agents and help them focus on the tickets that require their urgent attention, Guided Conversation can be the solution. With predefined questions, GC can easily navigate the users to assist themselves in simple tasks like changing a pricing plan, returning a product, canceling a purchase, or even creating a support ticket.

GC can work without any rest, so customers can get assistance at anytime of the day. According to a report from Aspect Software, 73% of customers want the ability to solve product and service issues on their own. Harvard Business Review states that 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. They do not want to wait to interact with an agent and get their issue addressed. They are looking for simple guidance which will lead them to the right path to find their own answers. With Guided Conversations, you can provide timely support and help customers independently solve their own service-related problems. This will help you achieve great customer satisfaction.

As mentioned earlier, GC can give a shoulder to your support agent and help them resolve more support requests by taking out the repetitive ones. GC can also provide timely support around the clock. It can serve multiple customers simultaneously without making any mistakes. This eliminates the need for a large number of technical staff, which reduces the organization's support expenses considerably.

By itself, GC will not perform any default user verification. However, by using either JWT token or a third party OTP provider, user verification can be performed.

Zia's answer bot is an AI-powered reply assistant that helps customers and agents by providing relevant responses based on its intelligence. Zia gathers this intelligence from the existing KB articles. Guided Conversations, on the other hand, do not involve Artificial Intelligence to help customers. It works only according to pre-defined conversation flows.

JSON stores data in the form of text ("string"). A JSON object consists of a key/value pair separated by a colon (:) and enclosed in curly brackets {}. The key typically refers to a variable, and the value is the data carried by that variable. If there are multiple key/value pairs, each pair is separated by a comma.

Here, "name" and "Id" are the keys and "John" and 123 are the values.

The Deleted Flows will remain listed there, unless removed manually. Please make a note that there is a limitation on storing the number of flows. There can be a total of 25 unique GC flows created in your department, which includes the Published, Drafted and Deleted Flows. So in case the total number of flows have already reached 25, and you want to create another GC flow, you might need to check the Deleted flows and delete them manually from Zoho Desk in order to create one.