Action block allows you to build the FAQ bot that would focus on answering most frequently asked questions by the visitors

What is an FAQ bot?

FAQs take up a lot of your customer support representatives' time in handling the support queries. FAQ bot’s primary objective is only and only to answer questions that are most frequently asked by the visitors. This document focuses on the step by step process to create a FAQ bot.

Use-case scenario:

There are multiple scenarios where the FAQ bot can be placed to address the repetitive questions from the visitors. For instance
  • In the Education industry where the bot can assist students with admission inquiry
  • In the eCommerce industry where the bot can assist visitors with the product related inquiries like standard delivery process or return policy or refund policy
  • In the Travel industry where the bot can assist visitors with the inquiries related to tour package, booking process etc..

How do I set it up?

In order to create the FAQ bot with WotNot, you can follow the following steps;
  1. 1.
    Enabling the 'FAQ' builder: Before your move forward with creating the FAQ bot, the first thing you will be needing is access to 'FAQ' builder. As this is part of our higher tier pricing plan, to get the access of the same, you can either raise a request here or reach out to our team at [email protected]
  2. 2.
    Create an Intent and train the bot: Once the 'FAQ' builder is enabled, the option will be visible in the left menu panel To create an intent and train the bot, you can follow the following steps;
    • Click on 'Add Intent'
    • Define the name of the intent under 'Title'
    • Define phrases or questions bot will be responding to We recommend having at-least 5-7 questions or phrases for the bot to be trained on. Having more number of phrases or questions will see the bot to be lot smarter in detecting intent
    • Set the response under 'Response to this Intent' You can also add an image/file as a response that your bot would like to share with the visitor. We recommend having the file size up to 10 MB. The sequence of the messages / input can be rearranged as per your preference In the rich text editor, you can format your text using the formatting bar. Following are the parameters that you can use to format the message
      • Bold
      • Italics
      • Underline
      • Bullet Points
      • Link
      • Emojis
    • Click 'Save' to save this intent
  3. 3.
    Using the 'FAQ' action block: Once you have completed with creating a knowledge base of questions and answers, you will now need to build the bot flow on the bot builder so that the bit uses this knowledge base to answer the questions asked by the visitors You can follow the following steps to configure the 'FAQ' action block;
    • Add 'Collect Input' action block in the bot flow 'Collect Input' action block will allow you to collect the question from the visitor and have them stored in the defined variable which later we will be using it in the 'FAQ' builder
    • Add 'FAQ' action block in the flow
    • Map the variable You need to map the variable in which the visitor's inputs are stored. Just like to answer a question, you need a question; similarly, to parse input on the 'FAQ' builder, we send sentence to them You can also 'Enable or Disable' the 'Ask Feedback' switch. This is a really powerful tool that helps you seek feedback from the visitors whether your responses are answering their questions. The feedback provided by the visitors will be visible in FAQ builder against the intent
    • Define the 'Success' & 'Failure' scenarios On 'Success', meaning when the bot finds a suitable answer to the question from the knowledge base on the FAQ builder that you trained and shows the response here. You also have the option to self-loop the block. If enabled, the bot will not have any further actions defined in WotNot's bot builder, instead any response received from the visitor will be sent back to the FAQ builder. On 'Failure', you can define what should be the next step in the conversation flow, by adding an action block
  4. 4.
    Training the bot: Bots require a lot of data to be smart and this data is often acquired overtime by the questions asked by the visitors. All the acquired data is shown here so that the user can map to the existing intent or create a new one. Sometimes it does happen that the visitor is asking the question which the bot is not trained on. WotNot keeps track of those questions received from the visitors and user can further train this bot to answer those questions. You can follow the following steps to train the bot;
    • Click on 'Training' On visiting the training screen, you will notice that all the phrases that were asked to the bot, but the bot could not find answer from the knowledge base as it was not trained for it. You can train the bot by two methods, they are;
      1. 1.
        Add to existing intent: In order to add intent to the existing intent, the user can click on 'Train Existing Intent'. When you click on this, a new window will pop up. You will have to search for the intent in order to add to it. Once you click on 'Add', it will take you back to the 'Intent' screen where the phrase will be added and you will need to click on 'Save Intent' to train the bot.
      2. 2.
        Create new Intent: You can create the new intent as well just by clicking on 'Create new intent'