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helena
helena
Community Manager
November 30, 2023
AMA

Front Chatbots AMA: Free your team from repetition

  • November 30, 2023
  • 18 replies
  • 3733 views

How often is your team answering the same question over and over? How often are they gathering the same information to resolve a customer inquiry? Does your customer communication feel a bit chaotic?

Chatbots can play a massive role in eliminating those repetitive tasks and driving efficiency for your team and organization. Now that chatbots are available on Front Chat, we want to help you take advantage of the endless possibilities they create.

 

 

Two chatbot experts at Front are coming together to answer all of your questions on Thursday, December 14th. Julia Wang, Front Chat’s Product Manager and Lemuel Chan, Front’s Support Operations Analyst (developed Front’s Support chatbot) can help you:

  • Evaluate how to use chatbots in your business - Even if you don’t have a live chat team!
  • Troubleshoot chatbot flows you are considering or actively working on
  • Answer questions about recent and upcoming updates to Chatbots and Front Chat overall

Please submit as many questions as you’d like by replying to this thread. Thursday, December 14th is not a deadline, though, so feel free to post your questions if you arrive here after that date and we’ll continue to answer them. 

Ahead of this AMA we are also hosting an educational webinar on chatbots and other new customer service features on Tuesday December 12th - register here. Feel free to come back here after that event to share any questions that arise.

 

Here are some helpful resources to help you get started with chatbots if you haven’t already:

Look forward to Chat(bot)ting with you! 🤖

    18 replies

    JohnW
    JohnW
    Smart Cookie
    December 1, 2023

    It would be great if this didn’t overlap another Front Event I plan on attending!
    https://front.com/resources/new-features-that-improve-logistics-agent-productivity 

    Together We Can Do More!
    tchristler
    tchristler
    Conversationalist
    December 5, 2023

    How do you use the branch by keywords function for chat? Can the keywords directly link to the knowledge base?

     

    tchristler
    tchristler
    Conversationalist
    December 5, 2023

    What is the best way to use the chat bot during and after hours? Is there a way with rules to use the same chatbot for both situations?

      Front User
      Front User
      Fronteer
      December 5, 2023

      What are some recommended uses for a chatbot?

      Front User
      Front User
      Fronteer
      December 5, 2023

      Can customers restart the chatbot flow after they’ve gotten a question answered? What does it look like for the customer?

      Front User
      Front User
      Fronteer
      December 5, 2023

      Are there analytics for the chatbot flows that customers click through? I’d want to know what people are interested in so I can bring those improvements to our service.

      Front User
      Front User
      Fronteer
      December 5, 2023

      Is the chatbot AI-powered?

      helena
      helenaAuthor
      Community Manager
      December 5, 2023

      @JohnW I hear you! This doesn’t typically happen, but the scheduling panned out this way. You can still register for the chatbot webinar and the recording will be sent to you even if you don’t attend 😁

      Product Education Lead, Front
      julia
      julia
      Fronteer
      December 14, 2023

      How do you use the branch by keywords function for chat? Can the keywords directly link to the knowledge base?

      Thanks for your question! Using the branch by keywords step after an open-ended question is most helpful for identifying certain topics / inquiry types and classifying your conversations accordingly. For example, you could search for keywords “urgent” “important” “ASAP” to identify inquiries that are urgent in nature, and can choose to end the chatbot flow immediately for those customers to route them to a chat agent. Or, we have some customers who will search for expletive keywords and choose to end & archive the chatbot flow at that point.

      Once you’ve identified the relevant keywords, you can certainly provide knowledge base article links to help resolve their issue. For example, if you are a travel company and you identify the keywords “cancel” “remove booking” “refund” etc., you can send them a link to a knowledge base article about cancelling & getting a refund on a travel booking.

        julia
        julia
        Fronteer
        December 14, 2023

        What is the best way to use the chat bot during and after hours? Is there a way with rules to use the same chatbot for both situations?

        There are two ways to use the chatbot during/after hours!

        1. You can choose to remove the chat widget from your website entirely during offline hours using our offline hours feature in Front Chat channel settings. This will prevent your customers from chatting in when your team is offline.
        2. However, if you’d like to keep the chatbot up when your team is offline to deflect certain inquiries, you can create an auto-reply rule. You can configure it so it only triggers when your team is offline. I recommend responding with a message template along the lines of “Our chat team is currently offline but we’ll get back to you via email once we’re back online!” This auto-reply will be sent after the chatbot flow is complete.

        With both the above methods, you won’t need to manage a separate chatbot for online vs. offline hours.

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