A Deloitte study 1 found that, More and more organizations are special database now looking to implement chatbots for a variety of reasons, from streamlining processes and improving customer service to simply experimenting with new digital and innovative technologies.
There is no doubt that chatbots can be used to answer frequently asked questions (FAQs), thereby allowing support agents to focus on critical tasks. With advances in large language models (LLM), natural language queries (NLQ), and generative pre-trained transformers (GPT), you can build and train custom chatbots to use FAQs and documentation to provide specific answers.
Do you use a chatbot? Are you sure your chatbot is giving accurate answers to your customers? Do you have a system for managing and training bots? Do you track and review bot responses and monitor their performance?
Vtiger Bot Management Module is the perfect tool to monitor, train and manage bot responses. With this module, you can monitor bot conversations, track their performance, collect customer feedback on bot responses and generate useful information.
Vtiger Bot Management: A single place to track and manage your bot conversations.
Bot management in Vtiger CRM is designed to help you manage your bot interactions centrally. It provides a platform to view customer queries, bot responses, query source, bot performance data, etc.
Using Bot Management, you can also train the bot with your articles or FAQs, accept or reject answers based on their validity, and even identify gaps or errors in the content used to train the bot. You can also edit or add FAQs directly from here. Let's take a closer look at the Bot Management features.
To use this feature, you must have Vtiger Calculus AI installed. This will allow you to safely and securely store bot conversations with customers in your CRM without the risk of losing them.
Key Features of the Bot Management Module
Bot Management provides the following three features for managing conversations with bots:
Bot analytics
Bot requests
The bot is configured
They are available as tabs on the Manage Bots screen. Let's learn more about these features.
Bot requests
The Bot Requests tab displays conversations related to bots, including requests and responses from different sources (live chats, tickets, etc.).
For example, if a customer asks a question via chat, the bot will answer by reading current FAQs or help documentation (articles). The Bot Requests tab stores all the necessary details about the interaction, including the request, the bot's response, the source of the request, etc. You can:
Evaluate the bot's responses by accepting or rejecting responses in the Accepted or Rejected block.
Review customer reviews, that is, see if customers are happy with the answers listed in the Not Rated section of the block.
Track how many questions the bot couldn't answer under the No Answer block.
Let us now look at the different categories of queries that arise.
Internal and external requests
You can record internal and external requests from colleagues and clients, as well as corresponding GPT responses in Bot Management.
Internal Queries: Sales, marketing, and support reps can get the data they need with Vtiger. Ask Calculus AI . For example, sales reps can ask Calculus AI for a summary of leads generated last week or the number of deals converted in a month. Marketing reps can use the same summary to write a blog post or a short email. Customer service reps can ask about the number of tickets opened in a given week or month.
External Queries: These are customer queries about your business, products, or services. A bot or live chat agent can handle such incoming queries and provide timely responses.
Setting up the bot
How do you expect the bot to initiate responses to every question related to your business? The bot can initiate business-specific responses through a well-structured process that includes training, configuration, and testing. It can be trained using an extensive set of FAQs and articles that cover a wide range of potential queries. This tab also allows you to test a query to see if the bot provides accurate and relevant answers.
To optimize bot responses, it’s important to create quality prompts with relevant data. That’s where the Operational Builder comes into play. Create customized prompts to create AI assistants for your teams that will allow you to access the information you need.
More details: Tell me the constructor in Vtiger
Bot analytics
Finally, you need to know how well your bot is performing. The Bot Analytics tab allows you to monitor the status of all requests, such as Accepted, Rejected, etc., to assess the overall performance of the bot. For each status, progress bars show the extent to which the review is complete.
You can also track the types of requests you receive, such as requests from live chat or tickets, which will be categorized as “Knowledge Base Requests” because they are related to articles or FAQs. Requests from Ask Calculus AI will be categorized as “Data Requests,” and so on.
4 Main Benefits of Bot Management Module
Why do you think you need such a feature in your AI toolbox? Keep reading to find out:
Centralize request management
It acts as a common repository for all forms of interaction, storing requests and responses in one place. Keep records of conversations that can be reviewed and analyzed to ensure consistent and accurate responses.
Improving Bot Performance
To ensure the bot's performance, you can test its accuracy in providing answers and train it with the latest business data. This also allows you to create customized prompts to extract meaningful information.
Access to the latest CRM information
Retraining the bot with the latest data keeps it up to date and ensures that it provides the right solutions to all customer problems.
Track performance analytics
It provides visual information in the form of Sankey charts to show the direction of requests. You can also monitor the bot's performance using various metrics such as Accepted, Rejected, and Imperfect statuses.
Ready to transform your customer service experience?
