Responding to FAQs and common queries via chatbot

Purpose

1. Automatically respond to customer FAQs and common queries to improve efficiency and customer satisfaction in airline ticket agencies.

2. Reduce manual workload on agents, offer 24/7 information on booking, cancellations, policies, and itineraries.

3. Ensure consistent, accurate, and quick responses across communication channels (web, email, SMS, social media, WhatsApp).

4. Seamlessly escalate complex queries to human agents if required, retaining conversation history for continuity.

Trigger Conditions

1. Customer submits a message via chat, web form, SMS, social media DM, or email regarding airline ticketing.

2. Incoming messages match a preconfigured list of FAQ keywords or intent (e.g., “refund”, “flight changes”, “ticket status”).

3. API or webhook receives new interaction event from front-end platforms.

4. Periodic trigger to fetch unaddressed messages from inboxes for automated FAQ response.

Platform Variants

1. Twilio SMS

• Feature/Setting: Incoming SMS webhook; configure webhook to receive and parse SMS content; auto-reply with chatbot template.
  
• Sample Configuration: Connect with “IncomingMessage” event, route to natural language processing API.
  

2. SendGrid

• Feature/Setting: Parse inbound emails using Inbound Parse Webhook; auto-generate email reply using FAQ knowledge base.
  
• Sample Configuration: Setup Inbound Parse, reply via SendGrid v3 Mail Send API with relevant answer.
  

3. Facebook Messenger

• Feature/Setting: Subscribe to Page messages; auto-respond using Messenger Send API with FAQ answers.
  
• Sample Configuration: Link Page, activate Webhook for “messages”, reply with Send API using “text” field.
  

4. WhatsApp (Meta Cloud API)

• Feature/Setting: Configure “messages” webhook; automate FAQs with quick reply templates.
  
• Sample Configuration: Register webhook, respond using “messages” endpoint from WhatsApp Business API.
  

5. Slack

• Feature/Setting: Listen to “message.im” event in Slack Bot; auto-respond using chat.postMessage API.
  
• Sample Configuration: Configure bot, handle relevant triggers with bot logic for FAQs.
  

6. Zendesk

• Feature/Setting: Use Zendesk Answer Bot to send automated FAQ responses for new tickets.
  
• Sample Configuration: Enable Answer Bot, configure triggers to respond when ticket category matches FAQs.
  

7. Intercom

• Feature/Setting: Configure Intercom Operator with Answer Paths for travel FAQs.
  
• Sample Configuration: Set up Answer Paths to trigger for set keywords in new conversations.
  

8. Freshdesk

• Feature/Setting: Activate Freshdesk Freddy AI for instant FAQ responses on tickets/chats.
  
• Sample Configuration: Map frequent queries and answers in Freddy, tie to trigger rules.
  

9. Microsoft Teams

• Feature/Setting: Use Teams Bot Framework; respond to chatbot FAQ queries in chat.
  
• Sample Configuration: Deploy bot with preconfigured question set, respond via onMessage handler.
  

10. Google Dialogflow

• Feature/Setting: Design an Intent for each FAQ, auto-trigger on matching customer query.
  
• Sample Configuration: Integrate via webhook with messaging channels, route detected intents.
  

11. LiveChat

• Feature/Setting: Chatbot integration with canned responses for airline FAQs.
  
• Sample Configuration: Setup bot scenario, assign automated replies to keywords in chat.
  

12. Genesys Cloud

• Feature/Setting: Use Genesys Bot Flows to trigger automated responses on customer input.
  
• Sample Configuration: Setup Bot Flow with “FAQ” intent mapping.
  

13. Salesforce Service Cloud

• Feature/Setting: Einstein Bots to manage FAQ chats on digital engagement channels.
  
• Sample Configuration: Configure FAQ dialog trees and APIs for ticketing industry within bot.
  

14. HubSpot

• Feature/Setting: Build Chatflows with Q&A targeting travel agency FAQs.
  
• Sample Configuration: Set up bot triggers based on FAQs, integrate contact record update on escalation.
  

15. Kustomer

• Feature/Setting: Set up Kustomer IQ Response Templates for rapid FAQ handling.
  
• Sample Configuration: Define intent-response pairs and automate message delivery.
  

16. Telegram Bot

• Feature/Setting: On “/start” or keyword trigger, respond with programmed FAQ answers.
  
• Sample Configuration: Webhook bot logic to reply with travel ticketing info.
  

17. Drift

• Feature/Setting: Create Playbooks with branching FAQ responses for travel agencies.
  
• Sample Configuration: Map common questions in Playbook triggers.
  

18. Tidio

• Feature/Setting: Configure chatbot with FAQ quick replies for airline agency.
  
• Sample Configuration: Set “keywords” automation, provide canned ticketing info.
  

19. Webchat Widget (e.g., Chatwoot)

• Feature/Setting: Auto-respond to incoming questions via widget’s automation rules.
  
• Sample Configuration: Connect predefined question-answer pairs.
  

20. Zoho Desk

• Feature/Setting: Zoho’s ASAP bot responds to ticketing FAQs.
  
• Sample Configuration: Add FAQ articles and automated rules for message triggers.
  

21. Amazon Lex

• Feature/Setting: Design airline ticketing intents and slots for travel FAQs.
  
• Sample Configuration: API triggers from web, respond via lex:PostText with answer.
  

Benefits

1. Reduces agent workload, enabling focus on complex issues.

2. Delivers answers in real-time, ensuring 24/7 customer support.

3. Consistent messaging across all communication channels.

4. Tracks customer intent for service improvement and analytics.

5. Seamless escalation for unresolved queries.