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Chatbot SAAS

Chats: Human and Bots​

tawk.to (Free)​

Monitor and chat with the visitors on your website, respond to support tickets and create a help center to empower customers to help themselves -- all 100% Free

https://www.tawk.to

Intercom​

https://www.intercom.com/help/en/articles/3568632-how-task-bots-custom-bots-and-resolution-bot-work

Operator is the automation technology that powers all of Intercom's bots. Depending on which bot you're using, Operator will step in to help automate a simple task, answer a question, route customers to the correct inbox, and more.

Resolution Bot answers common customer questions using automation and machine learning.

Custom Bots are used to both proactively and reactively qualify leads, route customers to the correct team, and engage users and visitors on your website.

Task bots are triggered by actions that customers take on your website or app.

Whatsapp​

Others​

https://www.tidio.com/blog/chatbot-framework

Conversation design workflow​

https://medium.com/voice-tech-podcast/conversation-design-workflow-how-to-design-your-chatbot-in-10-basic-steps-721652b056d

https://ai.facebook.com/blog/state-of-the-art-open-source-chatbot

https://github.com/botpress/botpress

docker run -d --name=botpress -p 3000:3000 botpress/server

Building a Cool Bot with Botpress

https://github.com/howdyai/botkit

https://github.com/botman/botman

https://github.com/wit-ai

SAAS​

  • Dialogflow

Dialogflow is a conversation building tool. It takes the human language and cleverly splits it into intents and arguments.

https://tiledesk.com

https://www.dashbot.io

Turn your unstructured chatbot data into immediate action. Identify unhandled and mishandled intents. Improve escalation and failure rates by more than 30%.

https://simplify360.com/

Examples​

https://goldenpi.com

https://www.wintwealth.com (WhatsApp Strategy)

Use Cases​

  • Customer service
  • Customer routing
  • Customer intake
  • Retain & product selection
  • Surveys
  • Booking services
  • Delivery services
  • Location-based search

Business motivation for implementing virtual assistants in companies

  • End users need 24 hour support
  • Cost savings
  • Employee productivity
  • High or fluctuating contact center volume
  • Brand loyalty

Chatbot features​

IVS - Interactive

  • Pricing?
    • number of chats/conversation?
    • number of agents
  • Users / Customers - ex zomato,swiggy, etc
  • Live Demo bots / examples?
  • Scale - ?
  • Testing - ? (Bulk input testing via API/uploads)
  • Project managers / Customer support / customer success team / account manager ?
  • Rule based chatbot / workflow based chatbot (Quick reply)
    • Ex - Blinkit/Zomato, Paytm
  • Analytics
    • API analytics
    • Agent analytics
    • Data export - API webhook in our system
  • Chat builder (Flow)
    • Conversation builder
    • Bot authoring
  • Multiple bots
    • P0 - Customer support bot
    • Sales Bot
      • User Journey
    • Bot for Loan assistance
    • Bot for loan collections/recovery
  • Customizable
    • Types of responses by bot
    • Forms
    • Documents sharing
  • CSAT on closing chat
  • Agent handover
    • Ticketing management system
      • Creating tickets by API
        • Add back tickets update back to bot page
    • Voice
    • Chat
    • Agent and customer notifications
    • Canned responses
    • Escalation
    • Routing
  • Customer dashboard
    • Show previous chats / Ticket history
    • Personalization
  • Messaging
    • Notifications
    • Emails
    • SMS
  • Automatic user login
  • API based
  • Channels (Omnichannel)
    • P0 - Android/iOS - Direct integration web UI including auto login
      • SDK?
    • P1 - Web
    • P2 - Whatsapp
  • Dynamic NLP
  • Agent & Customer Knowledgebase (web page too)
  • Bots
    • Customer support bot
    • Sales bot / Lead generation bot
      • Cobrowse, replicating screen
    • Journey bot
    • FAQ bot
  • Advanced
    • A/B Test
    • Multilingual - Hindi