Using Zoho Desk Answer Bot in SalesIQ chat and Zobot Platforms
In any business setup, chat is the most preferred and commonly used channel by customers to reach the support team. It offers instant and convenient support.
While support agents handle cases and queries they receive from various channels, a business can strengthen the team's productivity by improving the self-service abilities of their customers.
Nowadays, chatbots and answer bots are prevalent in the customer support industry due to their self-service capabilities. These bots are equipped at understanding customer queries, analyzing the underlying problem, and providing solutions from the company's available resources. This significantly improves the resolution time and provides better CSAT score.
Consider that a customer wants to know whether a feature is supported in Zoho Desk, they can post their query in the chat. Answer Bot can provide the appropriate response to the customer by referring to the knowledge base, FAQ, and other resources available in the Knowledge Base.
When the bot delivers the expected answer, the customer spends less time searching and quickly obtains the required information. For the organization, this means they do not need to assign an agent at the initial stage of the query and ease up the work for the agents
By handling common and repetitive queries automatically, answer bots can reduce the volume of tickets or calls that require human intervention, saving agents' time, improving their overall productivity, and impacting business revenue.
This integration involves the following steps:
- Creating an answer bot in Zoho Desk
- Enabling the chat channel in Zoho Desk
- Create an answer bot in SalesIQ
Creating an Answer Bot in Zoho Desk
Zoho Desk administrators can create an Answer Bot for each department or for the organization.
For example, when support for travel and hospitality has been launched by a multinational company that already has hands-on experience with food and clothing, a website is created and the chat option powered by SalesIQ is enabled for quick resolution. So, an Answer Bot must be created in Zoho Desk under the travel department to link these two.
To create an Answer bot
- Navigate to Setup > Zia > Answer Bot > Add Answer Bot.
- Enter the Bot name and description.
- By default, the Agents checkbox is selected in the Enable for section. Select the Customers checkbox and select Web to integrate the bot with websites and make it accessible to the customers.
- Enable/disable the Generative AI option.
- Provide the default messages that must guide the users during their interaction.
Note
- The Answer Bot will take the required information from the knowledge base articles published for all users in Desk. If there is no sufficient information in the articles about the customer's query, the Answer Bot will not be able to provide a response.
- The KB articles must be published for All users for the Answer Bot to be able to access the articles and fetch the information.
For more information, refer to the Creating an Answer Bot.
Enabling the chat channel in Zoho Desk
Chat channel in Zoho Desk is powered by Zoho SalesIQ.
Note: In order to integrate the Answer Bot with SalesIQ, the chat channel must be enabled in Desk.
Once the chat channel is enabled, the chat option appears on the website, allowing the customers to submit their queries.
To create a chat channel
- Navigate to Setup > Channels > Chat.
- Toggle the chat button.
- Associate the respective departments and agents to have access to the chat.
- Enable Embed Chat Configuration add it to the help center.
For more information on enabling chat, refer to Setting up live chat using SalesIQ.
Integrating SalesIQ with Desk Answer Bot
For the SalesIQ to fetch the information from the Desk KB and provide appropriate information to the users, it must be integrated with the Desk's Answer Bot.
This integration will help the users raising queries in SalesIQ to deliver accurate and up-to-date answers sourced directly from Desk’s knowledge base, ensuring consistent and reliable support without switching platforms.
To integrate SalesIQ with Desk Answer Bot
- Navigate to Setup > Channels > Chat > Advanced Settings.
- Click Answer bot under Settings and click the bot name.
- Click the Resources tab and select Zoho Desk Resources.
- Click Save.
Map SalesIQ department with Desk department and Answer Bot
The department in SalesIQ must be mapped with the departments in Desk and the answer bots created within those departments or the organization.
If the chat is enabled for the Travel department in SalesIQ, it must be mapped with the ZylkerTravels department in Zoho Desk, and the bot created within the ZylkerTravels department.
To map the departments with desk department
- Navigate to Settings > Integrations > Zoho Desk > Department mapping.
- Select a department from the SalesIQ departments drop-down.
- Select the Zoho desk department to be mapped with the SalesIQ department.
- Select the Answer Bot created within the department and click Save.
Adding Desk Answer Bot in Zobot
Zobot is Zoho SalesIQ's bot development platform, using which you can build efficient chatbots to automate customer interactions.
The Zoho Desk Answer Bot can be added as a card while creating a bot.
Zobot will respond to the customer by fetching information from the Zoho Desk Answer Bot configured.
To add Desk Answer Bot to Zobot
- Select Zoho Desk resources from the Resources tab.
- Add the Answer Bot as a card and Save it.
For more information on how to add the Answer Bot card in bot builder, refer to AI Cards.
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