Understanding bot logic

Bot is a control hub that combines intents, knowledge base, and bot flows. You can build bots that cater to different audiences especially for multi-sided marketplaces such as an Uber driver or an Uber rider. For example, you can create a bot for your internal help desk to answer employee-specific questions and a separate bot on your support site for customer service specific questions like troubleshooting.

This article covers:

How does the bot handle responses to a customer's question

In Zoom Virtual Agent, when a customer types something into the chatbot, the chatbot uses Artificial Intelligence (AI) and your settings to know which responses to show. The thresholds and preferences you set up in bot settings have a big impact here.

Let’s say a customer says to the bot “My product isn’t working. I want a refund.” Your bot sends that query to the Intent Manager and Knowledge Base systems. Those systems will look for matches and return any back to the chatbot with a confidence level.

What the customer gets shown depends on the confidence level of the result and the thresholds/preferences settings for that chatbot.

General rules

Examples

 

Scenario 1: Intent with a subflow and knowledge base results returned

Customer says: “My product isn’t working. I want a refund.”

Zoom Virtual Agent AI looks for related matches in Intents and Knowledge Base. It finds:

Zoom Virtual Agent AI checks if there is a published bot sub flow for the Refund intent.

Bot says: (Starts bot flow and shows content configured for that bot flow)

 

Scenario 2: Intent without a sub flow and knowledge base results returned

Customer says: “My product isn’t working. I want a refund.”

Zoom Virtual Agent AI looks for related matches in Intents and Knowledge Base. It finds:

Zoom Virtual Agent AI checks if there is a published bot sub flow for the Refund intent.

Bot says: (Displays help center solution - Can I get a refund?)

 

Scenario 3: Knowledge base results returned

Customer says: “My product isn’t working. I want a refund.”

Zoom Virtual Agent AI looks for related matches in Intents and Knowledge Base. It finds:

Bot says: (Displays top Help Center Solution - Can I get a refund?)

Bot asks: “Was this helpful?” Yes/No buttons

Customer clicks No.

Bot says: (Display Help Center articles 2 and 3)

Bot asks: “Was this helpful?” Yes/No buttons

If customer clicks No, they will be offered support.