CHATBOTS FOR CUSTOMER SERVICE
Bots & AI
With Quiq’s Conversational Engagement Platform you can design conversational experiences your customers will love. Orchestrate conversational interactions involving both bots and humans. Any combination of native Quiq bots, bots developed in third-party bot frameworks and human agents can participate in a conversation. Third-party Bot to native bot to human? We got that. Human to third-party bot and back to human? That too. Any way you like.
The Conversational Engagement Platform manages the conversation lifecycle and passes context and custom metadata along between every human and bot that might be involved. And, because Quiq has been architected to be multi-channel, you only have to build a bot once and it automatically runs all messaging channels.
Bots and Humans Working Together
Unlike other systems that just insert a bot at the front of a conversation, both native and third-party bots are first-class citizens in Quiq, capable of participating at any time in a conversation just like human agents:
- Bots are assigned to queues and have conversations routed to them through Quiq’s routing rules
- Bots can add custom data to the conversation, just like an agent would from the UI
- Agents can transfer a conversation to a bot to get some help, for instance to ask some questions, and while the bot interacts the agent can observe, just like collaborating with another agent
- Quiq’s SLA’s apply to bots too, so if something goes wrong and a bot stops responding, the conversation will automatically re-routed
- Managers can manage bots just like humans, including observing bots in conversation and taking over if something is amiss
A Few Quiq Bot Examples
Here are just a few ways our clients are using bots in Quiq to streamline efficiency and improve customer experience. We can help you develop conversational workflows for your unique business requirements.
Create a bot that immediately greets your customers and starts gathering information to determine the nature of the customer’s inquiry. Use that information to query internal systems to get background information and then route the customer directly to the appropriate queue or agent.
Use a Troubleshooting Bot to walk through diagnostic steps to isolate an issue. In order to keep things manageable you can build many different bots to diagnose different problems and use Quiq to seamlessly transition between bots so that your customer never knows. Agents can invoke a troubleshooting bot to help out at any time in the conversation.
CSAT Feedback Bot
Customer satisfaction is one of the most important metrics, but getting enough feedback can be a challenge. Use a bot at the end of your messaging interactions to measure CSAT. Because it’s easy for a customer to text back their thoughts, a participation rate 4-5 times greater than other channels is possible.
Write Once, Run Everywhere
Because Quiq was built to support conversations on many channels, bot developers don’t have to worry about individual channel nuances. Bots can simultaneously handle conversations on different channels without any channel specific knowledge in the bot. Because Quiq is flexible, it’s also possible for a bot developer to access channels in their native form as well.