Optimizing your bot’s flow is crucial for enhancing user experience and boosting the self-service rate. This article will guide you through strategies to refine your bot flows, helping you achieve better performance and more effective interactions.
To optimize bot flows and improve self-service, identify high-traffic flows with a low self-service rate (SSR) that may need adjustments to better serve users. This involves analyzing the factors contributing to the low SSR, exploring opportunities to enhance self-service, and determining if manual agent tasks can be automated to increase efficiency and improve the user experience.
Use the Sankey diagram to visualize user navigation through your bot’s flows and identify opportunities for self-service. Look for unexpected user behavior, such as heavy reliance on a specific button choice that leads to support, and pinpoint common areas with high drop-off rates.
The goal is to proactively guide users to the subflow that best addresses their questions or concerns. To achieve this, use the Condition widget in combination with the global_system.Engagement.startPage variable to route users to the appropriate subflow based on their entry point. For example, if a user enters the bot from the Order Tracking page, you should automatically route them to the order tracking subflow.
Use Collect Input buttons to enhance self-service by giving users an easy way to find answers to common questions. For example, if users often ask about order status or refund processes, you can create buttons for Check Order Status and Request Refund that users can click to get quick, automated responses. This approach helps users get the information they need faster and reduces the need for direct support.
Keep the bot available for further questions or concerns even after addressing the primary issue, allowing users to continue the conversation if needed. For example, after resolving an issue like a refund request, the bot could ask, "Is there anything else I can help you with today?" This ensures users have the opportunity to address any additional needs or questions they may have.
Maximize your engagements to fully utilize your Zoom Virtual Agent subscription by aiming to achieve 80-90% of your purchased engagements each month. Consider exploring additional business use cases for the Zoom Virtual Agent bot, such as customer support, sales, marketing, or product search, to expand its application. Evaluate if you can introduce Zoom Virtual Agent at more entry points to engage a broader audience and assess whether internal use cases, like HR or IT support, could benefit from ZVA. Additionally, consider expanding Zoom Virtual Agent to non-English languages to increase accessibility and reach a wider audience.