This chatbot is trained to handle typical customer service calls for utility companies. In this case some of the information was taken from publicly available information about BESCOM (a utility company serving Bangalore). For certain questions in real implementation one would setup integrations to get real data from Internal Information Systems, however in this case we have used random data.
How to break the ice and start a conversation
Typically, for most chatbots, when users come to chat they know exactly what they want to do or ask. This is because the business are for a specific purpose. Often the chatbots can be on the specific page like support page. However, this is a sample chatbot to showcase certian features of the Wizergos Chatbot platform.
Start by asking whatever comes to your mind that you want to ask your utility company customer service. Or, you can type help to get a list of popular questions others have asked this BOT
Features of the Wizergos Chatbot Platform it highlights
Structured and Unstructured Interactions: Users can interact with the chatbot using structured forms and clicks (in some cases) or typing in unstructured text data.
Action Item / Meeting / Email: When issues are reported Wizergos can be configured to optionally create Action Items for appropriate people and departments.
Multiple Language Support: Wizergos chatbot is easy to setup for multiple languages.
Other features of the Wizergos Chatbot Platform
Integration with External Information System: Setting up this integration is super easy. Anyone with basic understanding of REST APIs can set up the integration using simple GUI based interface of the Wizergos Platform. Note, no coding is required to set up and use this integration.
Data Tranformations: When integrating with external Information Systems, it is often necessary to transform data to be suitable for the chatbot usecase. Wizergos provides a rich set of data transformation primitives.
Callback Scheduling: Callback scheduling is an in-built feature of the Wizergos Chatbot Platform. In this case if the chatbot cannot find any relevant information and also cannot find a live chat agent, it will schedule a callback.
Appointment Scheduling: Appointment scheduling is an in-built feature of the Wizergos Chatbot Platform. In this case if the chatbot cannot find any relevant information and also cannot find a live chat agent, it will schedule an appointment.
Voice based Chatbot: Users can interact with the Wizergos Chatbot either by typing in their requests and responses or by speaking; and also get the responses back from the BOT in voice.
Zero code custom chatbot: Wizergos platform provides a way to build a highly functional custom chatbot for enterprise use cases with integrations with existing Information Systems.
NLU: Wizergos platform uses its own NLU engine that provides greater ability to build your own custom chatbot and maintain privacy of your data.
Enterprise Grade Security: Wizergos provides single sign-on for Agents and Managers with AD, AzureAD, OKTA, Google. All messages are encrypted on the network and at rest in the storage and databases. Role based access control of all data.
Live chat with Agents
For this Utility Company BOT Live Chat has been disabled
However, the Wizergos Platform provides a hybrid BOT + Livechat solution. So, if the BOT is not able to answer a particular question it can seamlessly handover the chat session to a live agent. In addition to text messages live agents can also use voice, video, and screen share options to interact with the users.
Note: Wizergos chatbot learns from its failures and interactions of the Agents with users.