1) Can a chatbot pick up keywords, create tickets, and assign them accordingly?
Shubam Goyal: Yes, it can route tickets based on the keywords it picks up from analyzing the customer query.
2) Can you configure the bot to answer specific questions?
Shubham Goyal: Yes. Also, we can train the bot to follow certain steps to answer the question. Or, we can use the knowledge base to pull answers from there, if you already have one.
3)What other languages does the Freshdesk bot support other than English?
Shubham Goyal: For the decision flow-based bot, we support 36 different languages. For the NLP-based bot, we support English, but are building support for French, German, and Dutch.
4) How compliant are your chatbots with GDPR?
Shubam Goyal: All our products, not just our chatbots, are GDPR compliant.
5) Is a chatbot capable of getting user information from pre-saved data?
Shubham Goyal: Yes, the chatbot will be able to do that. So if someone has entered information once, they will not be asked to do so again. Also, if the user is already logged into your website, the bot will auto-detect their sign-in information.
6) In the RoI section, you mentioned deflection. Please define the term.
Anand Elangovan: When someone interacts with a bot, gets their answer, and leaves, that’s called a deflection. If the bot hadn’t been there, this query would have been presented in the form of a call or an email. The bot ‘deflected’ it away from an agent.