BOT is an AI/ML powered support bot that makes it easier for customers to get answers to their questions. BOT can be in the forefront of your support handling most of the first level basic questions and deflecting tickets to ensure that your support agents can focus on the most important issues and don’t get bogged down with the same questions every day. At the same time, your customers will start finding answers to their questions right away as BOT can make your support available 24*7.
For more information on BOT, refer to this link.
BOT automatically learns from the categories of your Knowledge Base, interacts with customers, understands the intent of their questions and suggests the most relevant answer. The agent can train the Bot by linking the unanswered and not helpful questions with relevant articles so that these articles are displayed to customers in future.
Some of the key benefits of using BOT include:
- Proactive and faster engagement
- Faster response
- Increase Customer Satisfaction
- Reduce volume of tickets and increase deflection
- Better support experience
Here are the requirements to enable BOT in the account:
- Plan: Garden, Estate and Forest
- Required Articles: Minimum: 10+ articles, Recommended: 100+ articles
- Required Tickets: Minimum: 0, Recommended: 2000+ tickets
- Account's Primary Language: English
- Freshdesk Interface: Mint
The Bot is available from Garden plan.
Once the Bot is enabled in your account, you will see ‘Bot’ as a new channel under your Admin tab.
On clicking the Bot icon, you will be landing on an on-boarding page that talks about Freddy and its capability. Click on ‘Set up your Bot’ which will get started with the Bot configuration.
The Bot can be embedded on your website by copying & pasting the widget code available in Admin > Bot > Install on any of your websites before the last <body> tag.
The most important part of the bot is the future training. We will have you covered for the initial training where the Bot will become capable of understanding your Knowledge Base content and identifying the intent from your user’s questions. In order to make the Bot efficient, you should ensure that the Bot is fed with information and hand hold the bot during the initial few weeks so that it will be trained and tailored for your business.
In the training module, you will see all the questions which were not answered by the Bot - either the Bot did not attempt to answer or the users marked it as not helpful. You can train the Bot by creating new answers right on the training page or if you already have relevant answers, you can simply map the question to an existing article.
Under the content tab, you will get the option to choose the list of Knowledge Base categories which will be consumed by your bot. Once you click ‘Next’, Freddy’s ML will kick in and start scanning your content so that it will build the intent repository to make the bot capable of understanding customer’s questions and start suggesting the most relevant answers.
Note: The ML training will usually take about 30 minutes to an hour. Once the training is completed, we will send an email to you and will also send an in-app notification within Freshdesk.
Tip: Create a well structured Knowledge Base with articles covering most of the frequently asked questions.
With the bot comes the capability of making it personalised to your brand, you can change the header of the widget, the bot name, avatar and choose the widget colour and size to match the look and feel of your business and brand. Click ‘Next’ to proceed.
You will get to see the preview of the widget on the same screen so that you can play around and choose the right customisation for your brand.
Number of questions: You can measure the number of questions received every day and the respective number of times the bot provided the correct answer to the questions
Ticket Deflection: You can start looking at the overall ticket deflection percentage of the bot, that is, how many times the bot helped your customers solve their own problems avoiding it to be created as tickets. You will be able to see the breakdown of the missed questions as well.
Number of users: You will be able to monitor the number of unique users interacting with the bot on a day-to-day basis.
The BOT does not support multiple languages. The Account's primary language needs to be English for the Bot to work as expected.
When you click on Admin > Bot > Install, there is a Bot widget icon to the bottom right corner, using which you be used to test your Bot before enabling it on your support portal or your website.
The Default Messages in the Bot are common for all accounts making use of the Bot and is not customisable.
The Categories need to be added under Admin > Bot > Content for the articles related to be fetched.
The solution folders can be set to be viewed only by the Bot and therefore, the articles in these folders will not be visible to all users when accessing the account.
For the bot to fetch the articles, all the articles should be in Folders that are visible to 'All users', that is, they need to be made public.
You can navigate to Admin > Bot > Customize > Choose Avatar. You will also have the option to update your own custom Avatar from your system as well by clicking on 'Add your own' and then click on 'Save'.
No, there is no limit as such in the number of chats that a BOT handles at a time.
Freddy bot is an AI/ML powered support bot that makes it easier for customers to get answers to their questions. Bot can be in the forefront of your support handling most of the first level basic questions and deflecting tickets to ensure that your support agents can focus on the most important issues and don’t get bogged down with the same questions every day. At the same time, your customers will start finding answers to their questions right away as Bot can make your support available 24*7.
For more information on Bot, refer to this link.
Navigate to Admin > Bot > Install and you will be able to copy the widget code and paste it the source code of your website.
Yes, there is no separate charge for enabling customer BOT in the account. Here are the requirements to enable BOT in the account:
● Plan: Garden, Estate and Forest
● Required Articles: Minimum: 50+ articles, Recommended: 100+ articles
● Required Tickets: Minimum: 0, Recommended: 2000+ tickets
● Account's Primary Language: English
● Freshdesk Interface: Mint
The Insights will get updated at around 10 PM IST every day. Therefore, you will not be able to pull reports for the current day and it is not realtime. You can see current day's report, the next day.