In this post, we'll cover everything there is to know about automating simple support chats with ChatCreate. If you haven't signed up for ChatCreate yet, you can do that here and get started with reducing the repetitive workload of your human agents and start answering your customers' questions instantly.
Let's get to it.
The “automate” tab is where you set up and manage all of the chat automations that ChatCreate does for you.
Once you’ve connected your Livechat support account (Zendesk Chat), ChatCreate automatically analyses your Chat history and detects automatically the recurring support issues that it can help you automate. They’re displayed in a row under the “Automate” tab.
The topics in the red box in the screenshot above are the ones that ChatCreate has detected automatically from your Chat history. Now it’s up to you to decide which ones you want ChatCreate to take over. You can toggle through different topics with the arrows on the right and left. Please note that the topics are displayed as ChatCreate finds them and in no specific order. (we’re working on a better way to display those)
When you click “Automate” on a specific topic, a new window pops up. This is where you can automate a certain topic.
Let’s take a look at a simple example of “how are you” topic and automate it so the bot can respond correctly to it.
When you click on it, this is what pops up.
If you check the red box, this is where ChatCreate displays all of the examples that it has found from your chat history that it thinks mean a similar thing. These need to be reviewed and either approved or disapproved. If you approve for example “how are you?” then the next time someone asks something that looks very similar or means the same thing, then ChatCreate knows that it should give an answer that you will put it under “Answer”.
So we’ll approve everything that means essentially “how are you?”. So for example “how you doing?” means the same thing so we’ll approve that too. However “you there?” or “can you help me?” doesn’t mean that so we shouldn’t approve that. I can either just leave it or disapprove it -- the end result will be the same and that will not be added to the chatbot knowledge base.
Now you need to add an answer to that question. In order to do that, click on “answer”
In the grey box, you can add an answer to that topic. It can be something as simple as “Good” or you can let your creativity fly. Try not to go too crazy though.
One of the main things to notice here is “Handoff to human” box. When you tick that box then the bot initiates the handoff to human actions that you have specified under “Connect” → “Personalise”. This is useful in situations where you would like to make sure that if a customer says a certain thing, then the bot definitely will hand over the conversation to a human. Dependent on your use case that might vary. For example if someone says “My order status has been unchanged for 3 weeks already!” then you might want them to give you the order ID and then a human agent can check what exactly is going on with that order. So you would have the bot answer something like “Please give me your order ID and we’ll check right away”.
Once you’ve added your answer, you’re good to go. If you press “Set Live” then the automation is activated and the bot will start responding to that question you just set up with the answer you have trained it to give.
If you press “Save draft”, then the automation is saved as draft and the bot will not use it in the customer chats. This is good in situations where you might want to pause a certain topic for the time being or take some time before you actually launch it for the customers.
Adding an automation manually
It might be the case that ChatCreate hasn’t detected automatically some topic from your chat history that you’d like to automate. In that case you can easily add an automation manually yourself as well.
Just hit on the “Add automation” button and follow the same steps that you went through in the section above. Except with the difference that now you’ll have to either manually type in the examples of how a user might ask a question or copy-paste them into ChatCreate. The rest is the same.
Managing existing automations
This is where you manage all of your existing automations. You can see and filter the automations based on whether they’re active or in “draft” aka “paused” mode.
When you click on them, you can add more examples of how people might ask that question, edit the answer that the bot gives to that automation or delete it or save it as a draft.
In the search bar you can search for any of the automations.
This shows how many times the bot has answered a customer’s question with that specific automation.
Shows how many times the customer has pressed the “Thanks” button after receiving that sepcific answer to their question. Please keep in mind that this metric is very subjective and is only an indication of how well a certain automation is doing in terms of answering the customer’s question.
Shows how many times the customer has asked to talk to a human after receiving the answer of the automation. If an automation has a higher number of “handoff’s” you might want to consider changing the answer to that automation so it would better match what the customer is asking for. However if you have an automation where handing over the conversation to a human is needed/expected, then this is nothing to worry about.
When you first start using ChatCreate, you can see that there’s a few automations available there by default. These “small talk” automations that we have added by default to some of the common things a customer might say like “hello”, “goodbye”, “are you a “robot?” etc. You can customise the answers to the small talk automations and we highly encourage to add more small talk items yourself. This is your chance to add personality to the bot and perhaps even teach it to tell a few jokes? 😃
Testing an automation
With this, you can quickly test any of the automations you have set live and see how they would work and look like in “real life”.
The only thing to keep in mind is that if the bot says “chat handed over to humans” during your testing, then it means that it didn’t recognise the automation and in real life would begin the handoff process to a human team member (it doesn’t actually do that in the testing environment).
We hope this tutorial has been helpful. If you have any questions or having trouble with creating an automation, feel free to shoot us a message at firstname.lastname@example.org and we'll help you. If you're not sure how to get started or whether ChatCreate is right for you, feel free to book a call with one of our team experts here and we'll be happy to talk with you.