Understand why it is useful to add a few buttons with frequently asked topics to your start state and reduce the number of unanswered messages.
To reduce messages JennyBot can not answer, simply add a few buttons with frequently asked topics to your start state and reduce the amount of unanswered messages. This improves customer experience and reduces your Bot Whisperers’ work load, especially in the first months after go-live, when the bot is still learning.
Customers benefit because they find what they are looking for faster, without needing to type. As a result they feel more confident about conversing with the bot and perceive the received information as more reliable. For customers who are not yet accustomed to chatbots and would rather avoid them, seeing their topic or issue at first glance can lower the threshold to start chatting.
These lead to fewer escalations that Bot Whisperers must deal with, as customers are directly guided to relevant information and customer support can concentrate on more pressing or complicated issues.