Genesys Cloud - Main

Hi Community,

Was wondering if I could get some opinions/ experiences on the initial gathering customer information with ChatBot. 

We are looking at two options:
1. Filling out a form with name, company name, issue, etc. before starting the chat
2. Gathering customer information as they chat with a Bot. Ex. Bot will say, "Hi, what is your name?" Then "What is your company's name?"

Any input would be appreciated.

#ConversationalAI(Bots,AgentAssist,etc.)

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Tommy Oudavanh
ISN Software Corporation
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Opinion, not experience!
I'd go with the form. It's not uncommon for common demographic information to be stored on the local machine and the user given the opportunity to auto-populate that information into a web form. (How many times have you ordered something online and not had to laboriously enter your mailing address etc. - even if you've never used the merchant before?) I doubt this would work with the bot.
But like I said, just my opinion!

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Paul Simpson
Eventus Solutions Group
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