The following considerations should be kept in mind when setting up Bots:

  • What channel are you planning to deploy chats for?

    • Live Chat
    • Messaging (including in-app, web messaging, sms or facebook messenger)
  • Design the bot based on the selected use case:

    • What back end integrations are required?
    • Will you use structured content as part of the bot answers?
  • How many languages will the bot be in?

    • Note that most AI systems are still young and focus on English. If you are creating bots in multiple languages you should rely more on structured content.
    • Best practice is to create a separate bot per language.
  • What will be the structure of your bot?

    • Best practice is to have a bot focused on an individual, focused task
    • Have a few different bots per task or use case you want to implement
    • Each bot can be an agent user with a name and avatar
  • Match the skills of your bots to the operational structure of the contact center operations

    • Associate bots to the appropriate skill and group
    • Best practice, have the word 'bot’ in the skill you assign the bot to (e.g. address_chage_bot). This will help with tracking and reporting