Module Explaination
Workflow module in CX Genie helps businesses create dynamic, personalized conversations that enhance customer engagement and automate support processes.
Purpose of the module CX Genie’s Workflow module is designed to enable businesses to prepare the exact flow of actions that the AI chatbot will follow in its relations with the clients. This comes in handy, especially in scenarios that involve the chatbot carrying out operations such as responding to customer inquiries, providing assistance, or even gathering customer information thus, enhancing the customer service process.
Main function The primary objective of a Workflow is to facilitate interaction with a certain AI chatbot in the context of a customer care scenario. It elaborates on the different actions that the chatbot must take when executing form-filling activities, such as giving recommendations, processing requests, or carrying out user surveys of any kind. All scenarios (or flows) may be altered to the scope of the company that is utilizing them.
How does it work? The Workflow module provides the functionality of creating a sequence of steps, conditions, and actions. When the customer communicates with the chatbot, the Workflow determines the customer's course or the way the chatbot acts depending on the choices made or the actions of the customer. For instance, when a customer inquires about the prices of services, the Workflow helps the bot give the appropriate response or when a customer expresses interest in a product, the bot can ask to take their information.
Related components The Workflow module works together with the AI engine of the chatbot, customer data storage, and other modules of the CX Genie system. It also helps process dynamic variables which enhance user interaction, as well as, provides connectivity to CRM, email, and other automation applications.
Instructions for Use The creation or modification of a Workflow can be done via a basic visual interface. You create different pathways by defining certain events (for instance, if the client clicks on option A, then he/she proceeds to step B). These aspects are simple to configure without the need for any technical skills, hence making it possible to modulate the behavior of the chatbot as per the dynamics of the business.
Real-life example Let us assume a situation in which a user has landed on your site and is querying the bot regarding product suggestions. The Workflow allows the bot to ask the consumer relevant questions about their requirements (like age, price range, style, etc.) which will then be used by the bot to recommend certain items. In case the customer shows an interest, the Workflow can direct the bot further to ask for the customer’s contacts for future communication.
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