Real-time chatbots for FAQs

Purpose

1.1. Automate real-time handling of common customer queries in e-commerce shops using automated chatbots capable of FAQ responses, order status lookups, shipping policies, and product info across multiple channels.
1.2. Automating customer engagement, reducing human agent load, automating support cost reduction, and automating FAQ data collection for continuous improvement.
1.3. Support global shop hours with automated, always-on responses, automating multilingual interaction and automating data-driven insights into customer queries.

Trigger Conditions

2.1. Customer visits the website and initiates chat.
2.2. Customer sends a query via Facebook Messenger, WhatsApp, or other supported channels.
2.3. Event-driven triggers such as an order update, abandoned cart, or new product inquiry.
2.4. Keyword detection in live chat sessions automates chatbot activation.

Platform variants

3.1. Twilio Programmable Messaging
• Feature/Setting: Autoresponder via Messaging API; automate FAQ replies through webhook autoforwarding and programmable flows.
3.2. SendGrid
• Feature/Setting: Autoresponder via Inbound Parse Webhook; automate email FAQ replies triggered by customer queries.
3.3. Intercom
• Feature/Setting: Automated Answers with Custom Bots; configure FAQ automation within Custom Bots settings.
3.4. Zendesk
• Feature/Setting: Answer Bot via API; automate ticket resolution for FAQs using intent detection.
3.5. Drift
• Feature/Setting: Playbooks for automated chat; design FAQ-based triggers and responses.
3.6. Facebook Messenger Platform
• Feature/Setting: Webhook Bot support; automate FAQ handling via the Messenger Send API.
3.7. WhatsApp Business API
• Feature/Setting: Automated reply templates via API; configure auto-responses for standard questions.
3.8. Google Dialogflow
• Feature/Setting: FAQ Intent Matching; automate FAQ dialogue through Entity and Intent Mapping.
3.9. Microsoft Bot Framework
• Feature/Setting: QnA Maker connection; automate responses to FAQs uploaded in knowledge bases.
3.10. Slack API
• Feature/Setting: Slash Commands & Events Bot; auto-trigger FAQ scripts on keywords.
3.11. LiveChat
• Feature/Setting: Automated greetings and FAQ triggers; setup automation workflows for visitor queries.
3.12. Freshchat
• Feature/Setting: Freddy AI for FAQs; automatedly configure bot workflows for frequent customer questions.
3.13. ManyChat
• Feature/Setting: Automated Flow Builder; construct automation paths for FAQ answers on social channels.
3.14. Tawk.to
• Feature/Setting: Automated Triggers; automate predefined FAQ answers for common queries.
3.15. Crisp
• Feature/Setting: Automated Chatbot scenarios; use Scenario API for automating FAQ responses.
3.16. HubSpot Conversations
• Feature/Setting: Chatbot Builder; automate FAQ intent mapping and automatic replies.
3.17. Shopify Inbox
• Feature/Setting: Automated FAQs through integrations; automate responses for store-specific questions.
3.18. Olark
• Feature/Setting: Chat Automation Rules; automate responses triggered by keywords.
3.19. Zoho SalesIQ
• Feature/Setting: Codeless Bot Builder; automatable FAQ identification and bot workflow.
3.20. IBM Watson Assistant
• Feature/Setting: FAQ Skill; automate answer flows defined in Watson Assistant model.
3.21. Telegram Bot API
• Feature/Setting: Inline keyboard and webhook configuration; automate direct FAQ responses via bot logic.
3.22. Landbot
• Feature/Setting: Drag-and-drop FAQ automator; build automated Q&A conversational flows.

Benefits

4.1. Automates 24/7 instant FAQ support, automating customer satisfaction improvements.
4.2. Reduces response time through automated, consistent replies.
4.3. Frees human staff, enabling automation of repetitive inquiries.
4.4. Automatically scales support with business growth.
4.5. Provides automatable chat analytics and question trends for business insights.
4.6. Supports omnichannel automation—website, social, and messaging apps—under a unified automation framework.