Solving a problem sometimes comes down to performing a few simple operations. Your chatbot is able to do this easily thanks to self care procedures.
It is very often relatively simple to solve a computer problem.
Legend has it that unplugging and replugging a device or computer solves the problem 80% of the time.
Linear procedures allow your chatbot to help the user solve their problem by following a few simple steps.
This is often what the first level of IT or customer support does over the phone. Before creating a ticket that will be managed by a level 2, the call center agent will guide the user through a series of steps (you have certainly already experienced this for your internet box problems
The logic behind self-care procedures is the same as for conditional scenarios. That is, mainly pre-programmed logic trees.
The main difference lies in the type of logic that we will use. It is standard and linear. The chatbot will present successive steps and offer 3 choices:
And so we chain the operations until we create a complete procedure.
Once we succeeded in modeling a standard way to perform self-care procedures, we decided to allow importing these procedures into Vizir from an Excel spreadsheet (it’s faster).
This is how the Excel file to import the self-care procedure looks like.
You will notice that there are three columns, which are in fact the three choices we saw above.
You know what you have to do to make sure that your chatbot can help your users solve their problems autonomously, and avoid creating tickets!
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