Use Cases of Chatbot

The Ziwo Chatbot is designed to handle a wide range of customer interactions seamlessly. Below is a detailed documentation of various use cases for the chatbot, including handling FAQs, inquiries, location information, payment options, and more. Each use case highlights how the chatbot can effectively assist customers and streamline business operations.

1. Handling FAQs (Frequently Asked Questions)

   Objective: The chatbot can quickly respond to common customer questions, saving time and reducing the workload for human agents.

Workflow:

• Customer Input: A customer asks a general or frequently asked question.
• Example: "What are your business hours?"
• Chatbot Action: The chatbot identifies the intent (in this case, FAQ) and matches it with a predefined response from a knowledge base.
• Response: The chatbot provides a quick and accurate answer to the customer.
• Example: "Our business hours are Monday to Friday, 9 AM to 5 PM."

Benefits:

• Fast response time for common queries.
• Reduces the need for human intervention.
• Improves customer satisfaction with immediate answers.

2. Handling Enquiries (Product/Service Information)

   Objective: The chatbot helps answer inquiries related to products, services, or any general information the customer might need.

Workflow:

• Customer Input: A customer inquires about a specific product or service.
• Example: "Can you tell me more about your premium membership?"
• Chatbot Action: The chatbot processes the query and retrieves information from the backend systems or predefined product/service databases.
• Response: The chatbot gives a detailed response, potentially offering product features, benefits, or pricing details.
• Example: "Our Agent will call and give you the details about the product and pricing."

3. Location Information (Branch/Store Locator)

   Objective: The chatbot helps customers find physical locations of stores, branches, or facilities.

Workflow

• Customer Input: A customer asks for the nearest location or directions.
• Example: "Where is the nearest store to me?"
• Chatbot Action: The chatbot accesses location data and uses the customer’s input (e.g., city, zip code, or GPS data) to find the nearest store or branch.
• Response: The chatbot provides a list of nearby locations, including addresses and phone numbers, and possibly links to maps for navigation.
• Example: "The nearest store is located at XYZ.

4. Seamless Agent Escalation

   Objective: If the chatbot cannot fully resolve a customer’s query, it can seamlessly escalate the conversation to a human agent for further assistance.
   Workflow:

• Customer Input: The customer expresses a need for more detailed assistance, such as complex inquiries or issues requiring human support.
• Example: "I need help with a complicated return process," or "I want to speak with a customer service representative."
• Chatbot Action: The chatbot recognizes that the query is beyond its capabilities and offers to escalate the issue to a live agent.
• Response: The chatbot acknowledges the request and either directly connects the customer to a human agent or provides contact details, such as email, phone number, or chat hours.
• Example: "I will connect you with one of our agents now. Please hold on for a moment."

5. Payment Information and Processing

   Objective : Assisting customers with payment inquiries and processing payments directly through the chatbot.

Workflow

• Customer Input: The customer asks for available payment methods or wants to make a payment.
• Example: "What payment methods do you accept?" or "I want to pay my bill."
• Chatbot Action: The chatbot provides information on accepted payment methods and, if necessary, guides the customer through the payment process.
• Response: The chatbot displays available payment options or sends the customer to a secure payment gateway.
• Example: "We accept credit cards, PayPal, and bank transfers. Would you like to proceed with a payment now?"

.