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
  • General rules
  • Examples

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

• The chatbot only shows results with a confidence level that are at or higher than the confidence level threshold you’ve set.
• If there are 2 results above the confidence level threshold:
  • Single intent and a single knowledge base content: The chatbot will show the intent sub flow if the sub flow is published.
    • If no published bot flows for that intent, the bot will show knowledge content above the threshold.
  • 2+ knowledge contents: The article with the highest confidence will be displayed first. The user will be asked if the article was helpful or not, and if it wasn't helpful, they'll see the second and third confident articles. 
  • 2 intents with published sub flows: Above the threshold, the intent name will be displayed and the customer will be asked to choose which intent they’d like to start those sub flows.
• The Preference/Bias setting lets you control whether knowledge content or intent with a sub flow should be shown, if there is a scenario where both are above the threshold.

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:

• Refund intent - 90% confidence
• Help center solution - Can I get a refund? - 70% confidence
• Help center solution - How do I do a return? - 50% confidence

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

• Yes, bot flow exists

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:

• Refund intent - 96% confidence
• Help center solution - Can I get a refund? - 70% confidence
• Help center solution - How do I do a return? - 50% confidence

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

• No, bot flow does not exist

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:

• Help center solution - Can I get a refund? - 80% confidence
• Help center solution - How do I do a return? - 70% confidence
• Help center solution - Do you have a warranty? - 70% confidence

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.