What is a Chatbot?
Mteja's Chatbot is a visual tool that allows users to define their business processes and make them available on any channel. This functionality empowers users to set up any service on Mteja with zero technical expertise, enabling businesses to launch multiple services within minutes.
How Does the Chatbot Feature Work?
The feature provides users with access to a drag-and-drop interface, making it easy for anyone to build out their user journey. Users can configure both simple and complex nested menus to suit their business needs.
Use Cases for Chatbots
Surveys - Automate the collection of feedback and opinions from customers through interactive and engaging surveys. Easily gather valuable insights on customer satisfaction, preferences, and areas for improvement.
Data Collection- Streamline the process of collecting data from customers. Chatbots can guide users through a series of questions to gather detailed information, such as contact details, demographics, and preferences, ensuring accurate and comprehensive data collection.
Support Center - Provide instant customer support by automating responses to frequently asked questions. Chatbots can assist customers in troubleshooting common issues, providing quick solutions, and escalating more complex queries to human agents when necessary.
FAQs- Enhance customer experience by offering instant answers to frequently asked questions. Chatbots can quickly provide information on common queries, reducing wait times and improving customer satisfaction.
Appointment Scheduling - Simplify the appointment scheduling process by allowing customers to book, reschedule, or cancel appointments through a chatbot. This feature ensures a seamless and convenient experience for customers, reducing the need for manual scheduling.
Service Inquiries - Enable customers to inquire about services, product details, pricing, and availability. Chatbots can provide instant and accurate responses, enhancing customer engagement and driving sales.
Event Registration - Automate the event registration process, making it easy for customers to sign up, receive confirmations, and get event details. This functionality ensures a smooth and efficient registration experience, improving event attendance.
Types of Chatbots
Mteja's chatbot functionality allows businesses to run interactions across multiple mobile channels. The four types of chatbots include:
Call Chatbot: Enables setting up call menus (IVR) to direct callers to the best support place.
USSD Chatbot: Allows the setup of USSD applications for the business.
SMS Chatbot: Facilitates easy setup and management of two-way SMS conversations.
WhatsApp Chatbot: Simplifies setting up and running automated engagements through WhatsApp.
Features Available on Chatbots:
Message Response: Shows an end message, such as when the customer has completed a survey.
Types of Questions:
Basic Question: This is a simple straightforward question requesting details that can be responded to with open-ended responses like 'What is your name?'; or utilise a REGEX to validate a response to ensure only a specific response is given for example only allowing a specific number of digits in an inbound response like for an ID number, or a Yes or No response
Multiple Choice Question: it presents users with a question and a set of predefined answers to choose from. Users select their responses by clicking or typing the corresponding option. The chatbot then processes the selected answer and provides immediate feedback or proceeds to the next step regardless of the user's choice.
Prompt Question: uses advanced skip logic for dynamic conversation branching. This feature creates interactive, personalised user experiences by directing respondents through different paths based on their answers.
Customer Experience Tools:
AI Sentiment Question: Determines the respondent's emotional tone.
CSAT (Customer Satisfaction Score): Evaluates customer satisfaction and prompts for elaboration based on the score.
Net Promoter Score: Assesses customer loyalty and prompts for elaboration based on the score.
Customer Effort Score: Measures the ease of using a product or service and prompts for elaboration based on the score.
CRM Tools:
Assign User: Assigns an agent to specific parts of the customer journey for follow-up.
Assign Conversation Status: Assigns statuses like Open, Closed, and Resolved based on message context.
Add to Contact Groups: Adds respondent contacts to specific categories or groups.
Remove from Contact Groups: Removes respondent contacts from specific categories or groups.
Add Contact Fields: Adds details like location, age, and gender to respondent contacts.
Remove Contact Fields: Removes details from respondent contacts.
WhatsApp Chatbot extra options:
Location request: Request the user to share a location from their map
Send Media: Allows you to send a media link that automatically downloads the media type.
Call Center extra options:
Play: To play a recorded audio, e.g. welcome message
Get Digits: To capture numerical data, e.g. account number, age etc.
Voicemail: Allows the caller to leave a voicemail that is accessible on the Voicemail page.Call queues: Forwards calls to a virtual queue when an agent isn't immediately available.
Dial: Allows for the call to be transferred to a phone number or browser
Prompt: Gives caller cues on what action they should take, e.g. press 1 for English, press 2 for French etc.
USSD extra option
Web query: This allows a user to query information or data from an external system and fetch results in real-time. For instance, to validate a user request made on the USSD application.
Reach us at support@mteja.io on how to get started with utilising the chatbots for your usecase.