Q: What is a chatbot?
A chatbot is an automated agent which resides either directly on your website or your other social channels, that works for you around the clock providing customers with relevant and consistent answers across the board.
Q: Give me a reason why I need one.
A more globalised world like the one we live in at the moment, demands that Customer Service works continuously in order to keep customers satisfied and coming back. Provide accurate and timely information every time while slashing operating costs. This will allow you to re-allocate your resources accordingly while letting the chatbot handle more repetitive and monotonous tasks such as answering simple FAQs.
Q: What happens if the chatbot can’t answer my questions?
Our chatbot is intelligent enough to know when it can no longer handle a customer’s query and will then escalate it either to a trained live agent or another existing helpdesk. ViSight Chatbot can also be trained to pick up on when a customer is frustrated, by his or her speech patterns and escalate it for a better handling of the situation and to ensure awesome overall customer service.
Q: What kind of escalation methods are available?
ViSight Chatbot can currently integrate with various business applications such as Zendesk or Salesforce, as well as other internal applications through the use of APIs. We can therefore send and receive information to and from various applications based on the specific workflow processes or requirements of any given company.
Q: How long would it take before I can launch my own chatbot?
The level of customisation and the number of integrations with other business applications will affect the amount of time needed to configure your bot. As such, deployment may take a bit longer, but it usually takes about 6-10 weeks to have a chatbot up and answering your customer’s queries. This includes all the steps from the initial scoping where we try and understand what you hope to achieve with your new chatbot, all the way up to its public launch.
Q: What is the process of building a chatbot?
The process is pretty straightforward: We start with the initial scoping where we determine what exactly you want to achieve with this chatbot; after which we move to the development stage, testing, quality assurance, and internal pilot. Once you are truly satisfied with the chatbot you have, we then move to the public launch stage where your chatbot will be able to start handling your customer’s incoming queries.
Q: What is Natural Language Processing?
Natural Language Processing (NLP) is what allows our chatbots to understand everyday lingo and slang.
An easy example is this: “Wow, Lee Chong Wei was on fire last night, he completely destroyed Lin Dan in the final.”
To a human the meaning of this sentence is obvious even if you do not know who Lee Chong Wei is, or what sport he plays, whereas it may not be the case for a chatbot. NLP is what allows the bot to understand that Lee Chong Wei wasn’t actually on fire, but rather just simply playing extremely well against his opponent.
It also helps the chatbot understand country-specific terms like Lahs, Mahs, Mehs and Lors (colloquial terms commonly used in Malaysia and Singapore).
Q: What is Machine Learning?
Machine Learning is a subset of AI (Artificial Intelligence) that allows the chatbot to learn as you go along, without the help of a human. Systems such as our chatbots that are built using machine learning algorithms have the ability to learn from past experiences or historical data to improve on its answers.
Q: Is it possible to improve the quality of my chatbot after public launch?
Our chatbot is scalable to meet your needs and requirements. Our team will continue to work closely with you to train and enhance your chatbot’s capabilities even after it has been launched to ensure customers never go unattended to. We also take a look at our analytics and advise you on where you can improve your flow and increase the accuracy of your chatbot.
Q: Am I able to handle the chatbot myself after deployment?
Our easy-to-use management dashboard allows you to add or remove questions at your discretion. Upload new training sets and check on the provided bot analytics whenever necessary. Based on the new incoming customer queries, questions and other data sets, it is even possible to create entirely new NLP and ML models.
Q: Can your bot solution adapt to where I wish to deploy it?
ViSight Chatbot can support a multitude of regions and languages. We pride ourselves in having one that supports many of ASEAN’s regional languages such as Bahasa Malaysia/Indonesia, Chinese (Mandarin), Tagalog, Thai, Vietnamese, Arabic as well as other international languages.
Q: Where do you host your chatbots?
You can either choose to host ViSight Chatbot on premise or on cloud. For security reasons when dealing with customer data, all our ViSight products are hosted on Microsoft’s Azure Cloud Platform.
Q: Is it possible for the chatbot to be hacked?
Spoofing and DDoS attacks are the most common and hostile ways to hack a chatbot. Therefore not only do we have chatbot-specific measures to prevent these from happening, but to maintain that added level of security, we are constantly updated with the latest threats and safeguards to ensure that your chatbot and your data remain safe.
Q: Why should I choose ViSight Chatbot over anyone else’s?
Our track record of deployed chatbots across industries speaks for itself. From banking to e-commerce, our bots have helped numerous companies, big and small, enhance the Customer Experience they provide to their customers and finally realise their true potential. With our dedicated team, you can also be sure that we will be there to guide you every step of the way, and ultimately provide you with a chatbot that meets your standards and requirements.