How to set up Automate for your oratio account
What is the price of your service?
Where can I see a demo?
How long does shipping take?
Can I also pay with credit card?
Do these questions sound familiar to you?
When reaching out to a customer service line, the majority of clients have one thing in common: They all ask the same questions over and over again.
We came across the same problem when talking to our customers and decided to tackle this issue within our own customer communication platform. We found out that most questions can be answered by putting automation to work and thus we are happy to release Automate for all oratio users.
Here is a quick guide on how to set up automation through chatbots for your customer communication based on oratio.
How can your business benefit from Automate?
Repetitive tasks are not only mind-numbing for your team, they can also be huge resource killers for your company. Here are two main benefits that you can leverage from using oratio’s Automate feature.
⏱ Save time
Some customers prefer to ask directly about information instead of looking up the FAQ section on your website. In this case, creating an automation process where a chatbot takes care of standard answers will save your team plenty of time.
📉 Save resources
Time is money, we all know that. By implementing predefined responses, your team can answer customer requests instantly while keeping a consistent brand tonality.
It all starts with a great first impression
Let’s say you run an online shop for sports apparel and you want to automate your customer communication with your Facebook Page visitors.
Say Hi! to your customers with a warm welcome message when they contact your customer care channel for the first time.
Here is how to set up your first automation feature, the Welcome Message.
Go to Configure > Automate > Welcome Message to get started. Simply type in your initial message, hit the save button and voilá you are good to go. Your Welcome Message is now saved for every channel that you’ve connected to your oratio account.
To see if it's live, start messaging your Facebook Page or service number and watch the magic unfold. This is how it should look like in oratio and on your customers’ phone:
Answer questions with Automate
The first step wasn’t that hard, was it? Now comes the real game changer: Automate, the next step to automating your customer service.
Remember those questions on shipping that you already answered a bazillion times? Those days are over. Now you can simply set up your answers in advance and let our smart automation handle the rest.
Pre-define your replies in Knowledge Base
Knowledge Base is the foundation for all your automated responses. Go to Configure > Automate > Knowledge Base to set up your first replies.
Let’s have a look on how a sample response on shipping could look like. Start by creating a new response and type in your category name and the appropriate response. Once you are happy with your response, click the Save button.
Don’t worry, you can always come back and edit your responses later on.
Define triggers and AI Rules
Once your responses are saved in the Knowledge Base, you will need to define certain keywords to trigger them. To do this, go to Configure > Automate > AI Rules. Set the default language of your channels and connect it with our AI Rules.
You can choose one from the following languages: Danish, Dutch, English, Finnish, French, German, Hungarian, Italian, Norwegian, Portuguese, Brazilian, Portuguese, Romanian, Russian, Spanish, Swedish and Turkish.
Now enter several keywords or phrases that correspond with the replies that you have set up in Knowledge Base. For example, type in
deliver and other related terms that you want to connect to your trigger.
You can either write your triggers down or pick them from the drop down menu when clicking in the trigger field. All your keywords are enhanced by oratio’s Artificial Intelligence, which means that it can recognize typos, too.
Once you are done, save your choices and test out your new setup. This is how it should look like in oratio and on your customer’s phone:
From automated to personal messages with Human Takeover
Sometimes customer requests go beyond simple questions and a standard answer won’t be enough. In this case, it’s best to refer to a service agent who can assist your customer personally.
Your customers can request a service agent at any time. Once they request human assistance, your agent will be notified and can take over the conversation. To shorten the waiting time, we recommend to define a takeover message.
You can do this in the Takeover Message field.
Remember to have a backup plan
No matter how good and detailed you define your Knowledge Base, it can always happen that your customers are looking for answers which are simply not predefined yet. When this happens, a Fallback message will trigger.
You can do this in the Fallback Message field.