Chatbot Use Cases

Go beyond the regular chatbots with advanced Automation and AI working together. Build out self service scenarios and provide customers an experience that saves time, increases engagement and improves satisfaction

Handoff to Agents via a Callback

Give customers option of connecting via their preferred channel. Create tickets and request callbacks on their behalf. Save time for both customers and agents by maintaining context and routing conversations to the right callback queue. Integrate with Zendesk Talk, Salesforce Voice, Genesys and Talkdesk.

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Product Warranty Automation

Help customers by showing them their registered products and helping them find the warranty in a self serve manner. Route their conversations to the right chat queue based on warranty status. Take automated actions for low cost products such as Returns, Refunds within the chatbot.

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Measure CSAT for Chatbot and Agent Conversations

Understand how customers like / dislike your chatbots and agents. Learn what went well in the conversation and what can be improved. Integrate your existing GetFeedback and other third party surveys into the Chatbot.

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Chatbot to Chatbot Handoff

Author multiple chatbots targeted to the use case you want to address. Leverage the authored chatbots by transferring conversations between them. See an example below how we do this at Logitech with our Zendesk Sunshine Conversations integration.

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Engage with Repeat Visitors

Save time for repeat visitors by providing them quick options such as checking on an existing ticket, order or a request. Build custom conversational flow to greet them differently and guide them to answers quickly.

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Multi Factor Authentication using Email

Provide a passwordless experience to customers. Verify their email in a conversational chatbot UI and provide authenticated actions such as updates to pending tickets, modification of pending orders, starting of returns and many more scenarios that require authenticated user information. Integrate with Twilio, Sendgrid and author verification rules within DeepConverse platform to verify the customers.

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Order Lookup

Help customers self serve by giving them an option to lookup their order. Integrate with e-commerce systems such as Shopify, Digital River, Narvar and others to validate the customer, their order. DeepConverse Chatbots can fetch information and you can render it in a rich format for customers to consume this information.

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Integrate external APIs

Bring your external APIs into the conversations. Collect structured and validated inputs from your customers to present actionable information to them. Author HTTP APIs in a low code builder. DeepConverse Chatbots help make the experience frustration free and using these automations save time for customers and agents.

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Answer Customer Questions with Help Articles

Use your content such as help articles to provide answers to common customer questions. Go beyond traditional methods of search by using DeepConverse Cognitive Search. Utilize understanding of concepts trained on your ticket and chatbot interaction data. You also get detailed analytics to understand content quality and effectiveness.

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Meeting Booking / Appointment Scheduling

Continue conversations beyond tickets / leads. With DeepConverse Chatbots you can let customers book time with your team within the chat conversation. Collect relevant information from customers pre and post booking.

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Salesforce Live Chat

Build a seamless chatbot and Salesforce live chat experience. Go beyond the out of box Salesforce experience to provide pre-chat deflection, a augmented live agent chat experience and a customized post chat experience all built with low code automations.

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Product Troubleshooting Chatbots

As the product catalog grows it becomes essential to provide self service. Save time for your customers and agents with Product Troubleshooting embedded in DeepConverse Chatbots

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FAQs

Let's answer some questions.

How much effort is it to implement these chatbot use cases?

It's simple. DeepConverse provides you with prebuilt templates for many of the common chatbot use cases. You can start with a template and customize it to your workflow. You can add integration connections to work with data in your external systems.

Are these chatbot use cases used by live customers?

Yes, customers start with these templates and have customized it to their brand and the type of persona their chatbots have. These use cases have been taken from live customers. You can see it in action on www.logitech.com

Do I require a full IT team to help build these chatbot use cases ?

DeepConverse provides a low code flow builder where you can build out conversational flows without any IT expert being involved. In many of our customers the CX teams and content writers manage and author the chatbots.

In regards to third party integrations such as Salesforce, Zendesk etc. many of the common functions can be done within the environment without IT support. If you are looking for a deeper workflow integration the IT team might need to provide support.

Can the chatbot work on other channels like Whatsapp / SMS / Google Chat?

DeepConverse has a omnichannel flow builder. You author the flows once and we take care of making it work across channels. You can natively integrate channels such as Whatsapp, Google Chat, FB Messenger etc. in DeepConverse or make use of our partner integration with Zendesk Sunshine Conversations.

How easy is it to deploy a chatbot with automations?

On web, we provide you with a script to add to your website. Once the script is added you will see the chatbot and the conversation flows are live.

On other platforms some configuration is required to setup authentications and webhooks for DeepConverse to reply and handle messages.

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