How to use the AI Chatbot in Live Chat and Ticketing & Messaging

Introduction 

Comm100’s AI Chatbot is a virtual agent that can answer to your visitor's questions. It can also perform tasks like booking a ticket, qualifying leads, and so forth. 

It works like a human agent to helps visitors and find solutions to their questions. You can use it in both Live Chat and Ticketing & Messaging Channels.  

Note: It is an add-on feature with an additional cost. You can contact us at sales@comm100.com for pricing details. 

 

Benefits of using an AI Chatbot 

The following are multiple benefits of using an AI Chatbot in your business 

  • Faster response time: The AI Chatbot is like a robot fed with questions and answers. It replies as soon as it sees a visitor on your site, while the agent may take some time to think of a possible solution and type the message. 
  • Handling capacity/multitasking: There is a limitation to the number of chats an agent can handle at the same time, while the AI Chatbot can have thousands of simultaneous conversations.
  • Cost-effectiveness: AI Chatbot can do the job of many agents at a time and can be preferred over hiring agents if your revenue is not very high. 

To learn more about the benefits of using an AI Chatbot, see It’s All About The $$$ – How Much Money Can Chatbots Actually Save You? 

 

Using AI Chatbot in Live Chat 

To get the AI Chatbot working on the Live Chat channel, you must select the Live Chat channel from Supporting Channels in Bot Settings for the specific Chatbot.

You can also add separate answers for Live Chat, in the Answer section of Intents.  

 

To use AI Chatbot in the Live Chat channel, follow these steps: 

  1. Log in to your Comm100 Account. 
  2. In the top navigation bar, click the Live Chat tab. 
  3. From the left menu, go to Campaign > AI Chatbot. 
  4. To enable the bot, turn on the Enable toggle key. 
  5. From the Campaign drop-down list, select campaign. 
  6. From the Bot for Campaign drop-down list, select bot. 
  7. Define chat distribution to the bot. You can choose to allocate chats to the bot either when agents are online or offline.
    • When agents are online: 
      You can allocate chats by defining a queue length or setting the percentage of distribution.
      In case you choose the option to define queue length, the new chat requests are distributed to bot when the total requests waiting in the queue reaches the defined threshold.  
      Note: This option works only when you accept chats automatically.
      If you choose to set a percentage of distribution, the chats get allocated to bot based on the defined percentage. Defining this percentage varies if Routing Rules are enabled or disabled in the Live Chat Campaign setting. 
      If your routing rules are enabled from Live Chat > Campaign > Routing Rules, click the Routing rules link on the AI Chatbot page and set the distribution. 
      If routing rules are disabled, you can set the distribution percentage on the same AI Chatbot page. 
    • When agents are offline: 
      All chats are allocated to the chatbot in this case.
  8. Click Save Changes.
     

Using AI Chatbot in Ticketing & Messaging 

To get the AI Chatbot working on the Ticketing & Messaging channels, you must select the channel from Supporting Channels in Bot Settings for the specific AI Chatbot 

You can also add separate answers for the respective channels in the Answer section of Intents 

 

To use AI Chatbot in Ticketing & Messaging channels, follow these steps: 

  1. Log in to your Comm100 Account. 
  2. In the top navigation bar, click the Ticketing & Messaging tab. 
  3. From the left menu, go to Channels, and select messaging channel. 
  4. In the Channel Account tab, add the respective account for Facebook, Twitter, and so forth. 
  5. Select the Bot Configuration tab. 
  6. To enable the bot, turn on the Enable toggle key. 
  7. From the drop-down list, select the bot for the messaging channel. 
  8. Allocate tickets to the bot. This can be done in two ways. 
    • Routing Rules are enabled from Settings: If your routing rules are enabled from Ticketing & Messaging > Settings > Routing Rules, click the Routing Rules link in the Bot Configuration tab and set the distribution. Choose route tickets to a specific department or agent or choose to route tickets based on custom rules on the Routing Rules page. Set the percentage of tickets when the agent is online or offline. 
    • Routing Rules are disabled from Settings: If the routing rules are disabled, allocate tickets to the bot by percentage, for cases when agents are online or offline in the Bot Configuration tab. 
  9. Click Save.