CHATBOT AGENTS
Chatbot agents are virtual agents. They work with AI that enables them to provide certain answers previously defined, based on certain conditions of received messages. The advantage of Chatbots is that, once they are programmed, they do not require human interference to do their job so they are available 24/7.
The quantity of Chatbots may vary by channel: WhatsApp (amount of WABA) and FB Messenger and Web (unlimited). The only plan with the possibility of including Chatbots by default is, as its name indicates, the Chatbot Plan, where you have access to unlimited Chatbot Agents.
If contracted, a Chatbot works as one more agent within your plan.
MONITORING A CHATBOT
The use of Chatbots within WhatsApp or other technologies such as FB Messenger makes it a necessity that agents can help in case a customer is not advancing in the chatbot conversation.
Because of this WOZTELL allows the agent to monitor, while the chatbot is in a conversation with the customer, the flow of the conversation, and if the customer's attention has been lost.
If needed the agent may write, simulating the bot, and regain the customer's attention.
You will find the following status in chatbot:
- B W UNKNOWN, the customer has not yet been identified by the agent, nor has the CRM been updated, and the BOT is interacting with the customer.
- B NOMBRE_CLIENTE, the BOT is interacting with the customer.