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Once the bot is up and running and interacting with customers, it is important to analyze the collected information and define what improvements can be made to the bot flow. Information such as questions that the bot failed to answer, the number of conversations transferred to a human agent, and the most frequent actions of customers are some of the most useful metrics for improving the bot.
Basic Concepts
Up next, we will explain some basic concepts that are important to know when using Sagicc's BotBuilder module and building bots for your company.
Node
A node is a step or action in the conversation between the virtual assistant and the customer. It is represented as a card with different additional elements.
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Node Entry and Exit
Each node has an entry point and an exit point. From these points, connections can be added or linked between one node and another. The initial nodes of the bot flow will not have a connection through their entry node. Depending on the type of node, it may have one or more connections starting from its exit point.
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Connection
A connection represents the sequence or jump from one node of the flow to another, and is visually represented as a curved line connecting the two nodes. A connection starts from the exit point of one node, and links to the entry point of the other node.
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Working Area
This is the work area where you will be able to add all the nodes and connections needed to implement a conversational flow between your bot and your clients. In this area you can move and organize the nodes for a better understanding of the flow, and you can zoom in and out with your mouse to have a better perspective of all the elements in the work area.
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