I suggest you ...

Artificial Intelligence Bot

Have the ability to have Tawk ask questions (what would you like to do, talk to sales or support) and automatically route those people to the right departments or people. This will keep your salespeople selling and your support people helping without wasting time to transfer them to the right people.

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    Patrick shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    19 comments

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      • Anonymous commented  ·   ·  Flag as inappropriate

        I think it will be very good feature.

        to do it, first, it need API for communication with bot.
        if bot can catch message from tawk API, then it can analyze and feedback to tawk API.
        and make trigger when customer sent message, it action to sent it to the bot using API stuff.
        and response it to customer.

        so, if we get some value such as - customer id, massage, time... from API...
        that is enough to communicate with bot.

      • Anonymous commented  ·   ·  Flag as inappropriate

        if you will add chatbot in you plugin then tawk.to would be the No. 1 chat module in the world.

      • Anonymous commented  ·   ·  Flag as inappropriate

        I would add this would be usefull for those times when you are offline. (ie. a simple response is better than no response).

      • Anonymous commented  ·   ·  Flag as inappropriate

        After reading through the comments on this suggestion, I strongly believe that it has to be a mix of both AI and human communication with the customer. An example could be where the Autobot responds to the basic questions of customers and then if the AI falls short, they should invite the human in this case.

        Example:

        (Let's assume that the business in question is an online training provider. We would call our AI as Ali & the Customer as Sean here)

        Ali: Hello & welcome to our site! What would you like to know about?
        Course 1
        Course 2
        Course 3

        Sean: Course 2

        Ali: That's great! Course 2 is ...... (the answer that has been stored in advance)

        Ali: Is there anything else that I can help you with?

        Sean: Yes, is there a discount available for booking more people?

        Ali: Let me add my manager Raj in this conversation as he deals with discounts.

        Sean: Alright!

        (This is where Raj hears the bell and joins the conversation)

        Raj: Hello Sean! How many learners are you looking at?

        Sean: 4 people on Course 2

        Raj: I'll be more than happy to offer you 10% discount on the course fee for this. Kindly give me your email id and I'll send you our bank details for the payment.

        XXXXXXXXXXXX

        I believe the above example makes it clear that it can all be a combination of AI plus human intervention. :)

      • Paul Samson commented  ·   ·  Flag as inappropriate

        I love using your service and thank you for your great work, i am thinking tawk.to should have a robot chat which i can train from my frequent reply that can always reply from knowledge base when i am offline. Just like livechat24-7.com

      • Tobias commented  ·   ·  Flag as inappropriate

        first thing the visitor needs is an answer to his questions. when the bot can give nice answers then they will be happy.

      • Tobias commented  ·   ·  Flag as inappropriate

        yes. please let the bot look inside the text snippets if there is already answer and handover the answer to user. if not good refirect...

      • Mohamed commented  ·   ·  Flag as inappropriate

        I am an active user of Tawk.to but with the rise of chat bots , it is essential to provide chat bot support . It would be great if Tawk to can implement a BOT feature backed by AI

      • Steve commented  ·   ·  Flag as inappropriate

        Can I vote down this, wow nothing more annoying than sites that use auto bots... Don't have time for your customer, then the customer don't have time for you... People love our service... they call they call to a human, no extensions to push, they chat , and they instantly get a human... they email they get a prompt response,... less auto responders makes customers happy

      • Amy commented  ·   ·  Flag as inappropriate

        I will better obtain an integration with Boot sites such as motion.ai or chatboot.com via API

      • scott commented  ·   ·  Flag as inappropriate

        it sounds like a good idea from the beancounters perspective... and it couldn't hurt to have this as an optional feature...but the reality is that people are fed up with having to go through a series of questions/prompts to get to a real person... which is the point of offering this whole solution anyway... so that they don't have to jump through hoops and answer questions to get to a liver person...

        nothing is more annoying than having a phone recording say press 1 for sales, 2 for support, 3 for billing.... etc... let's think about the users and customers for a change instead of the bottom line...

      • Rome Wells commented  ·   ·  Flag as inappropriate

        agree but that is sort of like triggers... but triggers are only 1 time conditional

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