Utilizing multiple chatbots for each line of business
Benefits
Creating multiple specialized chatbots provides the following advantages over a single generalized chatbot:
- Easy to provide greater in-depth knowledge so that the chatbots are experts in specific areas.
You can create specialized chatbots for each individual team or department in your organization. Therefore, there are clear boundaries for each chatbot and there is no risk of overlapping. - Faster resolution of escalations as separate queues are created for transferring to live agents.
- Easy to create sample chatbots and test them without affecting the rest of the chatbots.
- End users need not switch to a different chatbot UI as the conversation is transferred in the same UI.
- End users need not repeat the messages sent to the original chatbot.
- When transferred to a support agent, the agent receives a chat conversation transcript from the latest chatbot.
Scenario: Creating multiple chatbots for your line of business
ABC company has set up a single generalized chatbot to address the employees' queries about HR policies, IT issues, and Office Facilities. All the user queries are routed to a single chatbot that is not well-trained to address the advanced issues. If users want to be transferred to live agents, their requests are included in a common queue (regardless of the priority), and the wait time is longer. For example, a sales executive's issue with a locked NT user account might be more important than an employee's request to change the salary account to another bank.
In such a scenario, administrators can create multiple specialized chatbots. For example, administrators can create an HR chatbot that addresses HR queries only and an IT chatbot that addresses IT-specific issues only. Administrators also train these chatbots to recognize the user's intent and transfer the conversation to the other specialized chatbot whenever required. The respective chatbot searches various knowledge repositories and returns a solution to the users. If the chatbot cannot provide sufficient information, it routes the users to support agents who are experts in that field. The support agents accept the chat request and engage in a live chat with the users.
Workflow
Task | Action | Reference |
|---|---|---|
1 | As an administrator or application business analyst, create single or multiple specialized chatbots for each department such as HR and IT Helpdesk. Train these chatbots so that they are experts in specific areas. | |
2 | (Optional) As an administrator or application business analyst, publish a BMC Helix Digital Workplace Advanced service in a chatbot. | |
3 | Configure IBM Watson Assistant Skill to enable transfer of conversation between multiple chatbots. |
Results: End user experience of multiple chatbots and conversation transfer
The following image illustrates how multiple specialized chatbots can help you address user queries effectively:
The following image shows how a conversation can be transferred from IT Chatbot to HR Chatbot:
