Hi Johannes,
Thank you very much for your response. This is good news.
We are currently using the Amazon Lex Bot in our IVR. We are also trying to configure a Google Dialogflow Bot right now and see which is better.
Right now, we are planning to set up the bot on our Webchat
In the future, we are planning to integrate with Facebook Messenger and Whatsapp messaging.
Our use case, for now, is to allow the bot to ask specific questions and provide answers. If it wasn't able to answer or assist, the bot should transfer the interaction to an Agent.
By the way, can we use this "Quick Response" feature to get the feedback of the customer at the end of the chat interaction?
We are thinking of having the option to ask the customer to press a button/option to rate their experience with the bot/webchat. Something Like smiley if they are happy or not so we can improve the experience.
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Nhel Rence Grandia
Tykans Group Inc
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Original Message:
Sent: 01-06-2021 16:06
From: Johannes Liegl
Subject: WebChat in-widget menu buttons/options
Hi Nhel!
Thanks for reaching out and asking this question. I'm happy to let you know that we have a feature called 'Quick Replies' on our Q1 Roadmap that will allow for exactly the experience you described. At this point we're shooting for this feature to be available in Q2.
I'd be curious to learn more about the use-cases you might have for this new feature. Also, do you have any bot vendors (e.g. Lex) and messaging channels (e.g. Facebook Messenger) in mind that you or your customers would be particularly interested in?
Thanks,
Johannes
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Johannes Liegl
Genesys - Employees
Original Message:
Sent: 01-05-2021 16:00
From: Nhel Rence Grandia
Subject: WebChat in-widget menu buttons/options
Hi,
Is there a plan to add in-widget buttons/options for customers to select in the widget?
For example, when a customer starts the webchat, they will be able to see buttons/options at the start to let them know how to get started or after a question is asked by a bot (Amazon Lex Bot) similar to the image below.
This will allow us to guide the customer to ask specific questions with the Bot until they get the right answers or routed to an Agent.
#Ask Me Anything (AMA)
#Roadmap/NewFeatures
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Nhel
Tykans Group Inc
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