Chatbots

A chatbot can be defined as software capable of communicating with humans. It should be noted that it is primarily intended for clearance of simpler pre-defined types of requests (interactions), while operators can concentrate on handling more complex requirements, where close cooperation with the client is required.

Currently, the application supports the Microsoft Bot Framework platform, but in the future, we will try to expand our support further. The application also allows other NLP systems (f.e. LUIS or Watson) to be connected via Azure Bot Services.

The Microsoft Bot Framework also supports the display of Carousel cards from the Rich cards functionality. From the user's point of view, the carousel is a set of cards where you can insert any text and images and stack individual cards behind each other so that the customer can easily browse through them. For more information, please visit the Microsoft Azure Bot Service technical documentation.

We have taught Chatbot to show the vast majority of rich cards from the Microsoft Bot Framework. Newly, chatbots can astound your customers by sending and playing videos, gifs, audio files, and interactive fields.

Chatbot can receive a file from the client or dynamically hide/show the option to upload a file depending on the Chabot settings.

How to set up a chatbot and assign it to routing

The Chatbot Section is used to administer chatbots and connect them to the main application components (Groups, Routing, and Rules).

There are 2 types of chatbot in mluvii:

• API chatbot

• Microsoft Bot Framework chatbot

Chatbot behavior

In the settings detail of the chatbot, it is possible to set the communication with the chatbot to start automatically after clicking on the mluvii widget, which is located on the website (There is no entry form or necessity to send a message first). The checkbox Automatically start session is used for this purpose.

This is a configurable feature that is not available by default.

• It is necessary to have the Routing Evaluation option selected within the Availability of WebChat at the same time.

• At the same time, the input text field is automatically disabled (the client is unable to send any message before the chatbot connects). The text box must be reactivated by calling the EnableGuestInput event, or it will be made available automatically when the session is redirected to the operator.

Setting the "Open Chat" action within the button rules will disable this setting!

Chatbot availability

To maximize the effectiveness of chatbots, you can adjust their availability rules. In the Opening Hours tab, you can set the availability of chatbots similarly to operator groups. If you don't set a limit, a chatbot will be available to your clients all the time. Non-working day chatbots can also be customized in the Holidays tab.