This is part 2 of the series: Twnel, the communication solution with superpowers.
If you have not read part 1 yet click here to read it.
People everywhere are talking about chatbots and every business is looking for ways to leverage them.
Most people are familiar with marketing chatbots; the ones that allow doing lead generation or marketing campaigns. Good examples of them are the ones managed through Facebook Messenger or applications such as Drift that sit on the company’s website to “guide” the potential customer.
At Twnel, however, our chatbots go beyond marketing and sales. We call them superbots.
Your allies on the field need permanent support to gather and manage data (orders, issues, etc); to keep clients on the loop (informing them when the last order will be delivered); to route them when an incident occurs (i.e. sending instructions to an attorney to be present at the site of an accident), to name just a few examples.
Your allies are your partners in your extended supply chain – salespeople, delivery personnel, tech support, and everyone else in the field serving your clients on your behalf.
In other cases, your allies or even your customers need answers to questions that come up again and again.
In all of these situations, a superbot can help.
Fortunately, thanks to the marketing chatbots, people have got used and comfortable with chatting with bots.
When chatbots came along, for the first time ever, we were able to have conversations with computer programs that felt natural. These interactions can be useful and even pleasant.
Chatbots made communication available 24/7 and also more immediate
Unlike a human agent, a chatbot can be available all the time. This capability enables any business to offer round-the-clock customer support.
Besides that, it reduces friction. People hate to wait on the line to be served and many times they get frustrated because, with every new interaction with a human agent, they have to start over. They don’t necessarily have a full picture or context on the issue at hand.
Superbots help by eliminating repetition
Human agents often end up answering similar questions several times during the day. It’s estimated that agents spend over 70 percent of their time answering repetitive questions. With superbots they can eliminate these redundant communications while providing a better user experience.
Some additional benefits include a more engaging and fulfilling work for human agents that now can concentrate in more challenging high-value work.
Twnel, however, supports a hybrid approach in which a human agent can be on the loop if necessary. The allie can simply cancel a chatbot operation and start a chat conversation with a human agent.
The use of Superbots allows information to be accessed quickly through intuitive navigation. Superbots can check and update information in your information systems (SAP, ERP, CRM, and others), spreadsheets (such as Google Sheets), AirTable and more.
Superbots can talk to your systems via APIs or web services. So, if your system has APIs to access, add or edit data, Twnel superbots can be integrated with them in a secure way.
According to an Oracle survey,
“80% of businesses said they currently use or are planning to use chatbots by 2020.”
Another takeaway of the survey includes:
Chatbots are particularly well suited for mobile — perhaps more so than apps. Messaging is at the heart of the mobile experience, as the rapid adoption of chat apps demonstrates.
Four things that are unique to Twnel Superbots
- Different types of users (allies) can get access to different chatbots
- Agents can get access to their own chatbots too
- Agents can trigger a chatbot to an ally, or to many via broadcast
- An ally can trigger a bot to another (type of) ally
Let’s look at them one by one.
Different types of users (allies) can get access to different chatbots
Let me give you an example. Suppose Insurance XYZ has different types of allies. Among them,
- Car drivers that use Twnel to report issues including when they need roadside assistance
- Roadside assistance truck drivers
- Attorneys may need to go when a driver is involved in an accident.
As you can imagine, each type of user (or ally) has different needs. So, it’s only normal that each one can have a set of chatbots or flows that are only applicable to them.
The car drivers probably will need a chatbot that will allow them to request help in case the car is disabled (flat tire, battery issue, etc), or in case of an accident.
That bot would look like
The roadside assistance driver should have access to a bot that allows them to answer a broadcast from an agent (from the Twnel control tower) asking who is available near the area where a driver has requested help, and receive information about the issue, including address, make and model of the car and services needed.
Another bot should allow a roadside assistance driver to close the issue and save the details of the service.
Finally, attorneys should get access to a bot that allows some similar functionality than that of the roadside assistance driver, but with some differences.
One such example is shown in the next video.
This was a simple scenario. A full chatbot can ask about passenger injuries and/or other details.
With Twnel, this is all possible.
Agents can get access to their own chatbots too
In most systems, chatbots can be deployed to subscribers only. And in most cases, even if you can tag different types of users they all get access to the same bots.
At Twnel, we know your company might need more flexibility. Thus, we know that sometimes a human agent may need the help of chatbots too.
The agent may need to see data about the customer she is chatting with. That data may reside in a CRM or ERP system, or maybe somewhere else. Maybe the agent has access to those tools and can open them and get the info she needs.
But she needs now to interact with at least two systems: Twnel Web (theTwnel Control Tower) and the other system. It seems no biggie, isn’t it?
But what happens if she is chatting with four other people at the same time?
Or if she needs to get info from different systems to support one particular customer (or ally)?
Yeah. It can get messy. Fortunately, with Twnel, a company can deploy chatbots for human agents too.
So, if your CRM, ERP and other systems have APIs Twnel can exchange data with those systems and provide the relevant information to the agent for each ally on the fly.
No need to open many applications.
No need to shuffle from different applications to serve different clients or allies.
The end result: fewer errors and more productivity.
Agents can trigger a chatbot to an ally or to many ones
Let’s suppose a human agent is chatting with an ally. The ally is a delivery guy that needs to report an incident. The particular type of incident is rare, so maybe the chatbot option is not showing on the Twnel App by default.
So, the delivery guy starts a conversation with an agent. The agent identifies that the ally can do the report all by himself by using a chatbot made just for that. Thus, the agent types a command that triggers the chatbot for the delivery guy. The delivery guy interacts with the chatbot and the data is saved in the right system. Life is good.
In a different scenario, using the example of the insurance company above, the agent sends a broadcast to roadside assistance personnel in a certain area of a city. The broadcast message is asking who is close to an incident and can be there soon.
Instead of handling the responses manually one by one, the broadcast can trigger a bot that asks for the availability, current location, and maybe other things such as bidding price.
Then, the bot can determine who gets the job and sends additional information to the winner. Like the specific location, make and model of the car to rescue, etc.
The bot can also notify back to the other respondents that the request was assigned to someone else and thanks to them for their participation.
An ally can trigger a bot to another ally, or even a chatbot used by an ally can trigger a bot to another ally
Continuing with our example, once the roadside assistance guy finishes the service, the superbot can send an SMS to the client (driver) which might include a link to open an “insta” app and trigger a chatbot that asks about the experience of the service.
Is your current communication system with your allies as capable as Twnel?
If not, maybe it’s time to schedule a call with us to learn more 🙂
In the next part of this series, I cover Superpower 2 – Conversation Management via Tags. Stay tuned.
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