Live chat bots for on-demand assistance

Purpose

1.1. Enable real-time communication with citizens and businesses seeking tax-related assistance via live chat on web, WhatsApp, Facebook Messenger, and government portals.
1.2. Automate responses to FAQs, status tracking, document submission instructions, appointment bookings, and escalation to human agents for complex issues.
1.3. Reduce response time, increase service accessibility, and ensure compliance with Italian tax regulations.

Trigger Conditions

2.1. User opens chat widget on Agenzia Entrate’s digital touchpoints.
2.2. Incoming message detected from WhatsApp, Facebook Messenger, or website chat.
2.3. Specific keywords or intent matching tax services, payments, or assistance requests.

Platform Variants

3.1. Twilio programmable chat
• Feature/Setting: Configure Twilio Conversations API for bi-directional messaging; set webhook for message events.
3.2. WhatsApp Business API
• Feature/Setting: Deploy interactive messages and quick replies; set webhook to listen for inbound messages and send auto-replies.
3.3. Facebook Messenger Platform
• Feature/Setting: Set up Messenger bot credentials; enable webhook for message_receive, message_deliver events.
3.4. Microsoft Bot Framework
• Feature/Setting: Register bot channel, set endpoint on Azure; configure QnA Maker for FAQ response.
3.5. Google Dialogflow
• Feature/Setting: Integrate agent with chat widgets; webhook fulfillment for dynamic response generation.
3.6. Zendesk Sunshine Conversations
• Feature/Setting: Create conversation channels; configure auto-responder rules for common queries.
3.7. Intercom
• Feature/Setting: Install Messenger on web/mobile; set up Operator for initial triage and routing.
3.8. LiveChat
• Feature/Setting: Embed widget; enable chatbot scenario tree for scripted flows.
3.9. Tidio
• Feature/Setting: Activate live chat plugin; use chatbot builder for tax-service-driven triggers.
3.10. Genesys Cloud
• Feature/Setting: Configure digital bot flows; map intents for tax authority requirements.
3.11. Freshchat
• Feature/Setting: Set up bots for automatic reply; connect FAQs to chat triggers.
3.12. Drift
• Feature/Setting: Script playbooks for user onboarding and common tax questions.
3.13. Crisp
• Feature/Setting: Add chatbox; design chatbot scenarios for revenue service.
3.14. HubSpot Conversations
• Feature/Setting: Install chatflows; use trigger-based flows for tax file status.
3.15. Rocket.Chat
• Feature/Setting: Set up webhooks; configure custom bot scripts with Apps Engine.
3.16. Chatfuel
• Feature/Setting: Build Messenger chatbots using blocks; implement quick reply for document requests.
3.17. ManyChat
• Feature/Setting: Set user journey flows; connect to WhatsApp/Facebook for support.
3.18. BotPress
• Feature/Setting: Design flow with custom actions; deploy using REST API for integration.
3.19. Pypestream
• Feature/Setting: Use Streams to guide tax payers; leverage AI for intent detection.
3.20. Kommunicate
• Feature/Setting: Configure FAQ bot and escalation workflows; integrate with WhatsApp.
3.21. SnapEngage
• Feature/Setting: Connect chatbox to web portal; automate ticket creation on escalations.
3.22. LivePerson
• Feature/Setting: Use Conversation Builder; set triggers for specific tax-related queries.

Benefits

4.1. Always-on support, even after service hours.
4.2. Instant answers to routine tax questions, reducing agent workload.
4.3. Faster response times and less user wait.
4.4. Data capture and seamless handover to tax specialists when necessary.
4.5. Compliant communication logs for audit and transparency.
4.6. Enhanced citizen satisfaction through digital channel accessibility.