Basic Concepts
Up next, we will explain some basic concepts that are important to know when using Sagicc's BotBuilder Bot Builder 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
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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 customers. 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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Previous Recommendations
Before moving on to designing and configuring a bot for your company, we offer the following recommendations that will help make the bot design process easier and ensure that once implemented, the bot is a success among your customers and prospects:
Your company must have clear and defined objectives for the bot, that is, the desired outcome and the impact it will have on the company's operations and customers. This objective should be determined within the scope of the bot and must be measurable. Some examples of these objectives are:
1. Reduce response times to customer requests by 40% and provide specialized attention on Saturdays, Sundays, and holidays.
2. Increase my company's sales by $25,000 USD per month for the first 3 months. Then, increase sales by 5% monthly.
3. Automate the capture of qualified leads for my company, considering that a qualified lead corresponds to a natural person with an acceptable debt capacity and no reports in Risk Centers.
Although it is necessary to have one or more clear and defined objectives for the bot, it is advisable to treat each objective as an independent project and tackle them one by one. Generally, the first objective to work on will be the one with the greatest impact on the company and its customers. Once the bot has been implemented for the first objective, its behavior will be analyzed, adjustments will be made, and work will move on to the next objective.
Keep in mind that a good virtual assistant service is not complete without the option to transfer the conversation to a human agent. Bots are constantly being trained and learning, and in some cases may not have a clear response to the customer's request. To avoid the customer having a bad experience, experiencing frustration, and becoming a detractor of your company, it is recommended to give them the option to talk to a human person/agent who can solve their request and provide quality service.
Bots are capable of providing 24/7 customer service. In case a customer requests human agent assistance outside of availability hours (nights, weekends, holidays, etc.), the bot can inform the customer that their request will be reviewed as soon as possible. It is important to define these types of behaviors so that the customer can be reassured that their request will eventually be attended to.
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