General Logic
This chatbot workflow is designed to function as a virtual consultant for an online store. The bot uses AI to process user inquiries, provide product information, and assist with purchasing and customer service processes. A handover scenario is included for cases where the bot cannot answer a question, allowing the conversation to be transferred to a live representative. The chatbot is also capable of retrieving real-time data from the webpage if the interaction takes place via a website widget.
Detailed Analysis by Step and Block Group
1. Conversation Start
The bot begins with a welcome message that invites the user to interact with the virtual agent. This establishes initial contact and sets the tone for the conversation.
2. Virtual Expert
In this block, the bot actively uses AI-driven dialogue to interact with the customer.
- Content: The bot's purpose is to assist customers in selecting products and to answer questions regarding the catalog and ordering terms.
- Commands: The bot can ask clarifying questions to identify user needs, compare products, answer standard inquiries, and suggest related products.
- Constraints: The bot strictly adheres to data from the knowledge base, as well as predefined rules and communication templates.
3. Ending the AI Conversation
After the AI interaction concludes, the bot asks the user to rate the quality of the consultation.
- Rating: Five buttons allow the user to select a rating from 1 to 5; the rating request message is then removed to prevent duplicate votes.
4. Saving the Rating
Based on the user's rating, the bot saves data regarding the interaction quality and returns a message thanking the user for their feedback. This helps improve service quality in the future.
5. Retrieving Page Data
If the user is communicating via a website widget, the bot can send an HTTP request to retrieve up-to-date information about the current webpage. This enables the bot to provide more accurate and useful responses.
6. Handoff to a live agent
If a user requests to speak with a live agent, or if the bot is unable to answer a question, the conversation is handed over:
- Process: The chat system selects the least busy agent and, if necessary, generates a brief summary of the conversation so far.
Integrations and API requests
The following integrations are included in this setup:
- Page data request: Uses the capability to send HTTP requests to retrieve information available on the current web page.
- Handoff to a live agent: The bot can initiate a transfer of the current conversation to a live agent if it cannot fulfill the user's request.
Information required for integrations
For integrations and APIs to function correctly, the appropriate API keys for accessing external systems are required, as well as verification of the hosting environment where the widget is deployed to prevent blocking.
