Automated response system for common customer inquiries

Purpose

1.1. Automate customer service workflows for Bar PMU betting, streamlining handling of frequently asked questions related to menus, betting rules, operating hours, betting processes, account queries, and event updates.
1.2. Automated response system enables real-time, consistent, and accurate answers for common customer inquiries, reducing manual workload and improving customer satisfaction by automatically delivering predefined responses via multiple communication channels.
1.3. Increase productivity by automating repetitive responses, freeing staff to manage complex queries, and automating escalation of unresolved requests to human agents.

Trigger Conditions

2.1. Incoming customer messages detected on supported channels (web, SMS, WhatsApp, Messenger).
2.2. Keyword or intent matching (e.g., "opening hours", "how to place a bet").
2.3. Automated responses triggered by message routing or ticket creation in service desk platforms.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Set up automated message responder using Twilio Studio Flows.
• Example: Automate SMS replies to "What are today’s odds?" with data lookup and response.

3.2. SendGrid
• Feature/Setting: Configure Inbound Parse webhook to automate response to email inquiries.
• Example: Automatedly acknowledge requests for event schedules in customer inboxes.

3.3. Facebook Messenger API
• Feature/Setting: Deploy Messenger Webhook Automator for instant FAQs.
• Example: Automate response to "How do I register for betting?" automatically.

3.4. WhatsApp Business API
• Feature/Setting: Add automated reply templates for top queries.
• Example: Automate response to "What are today’s specials?" instantly.

3.5. Slack API
• Feature/Setting: Autosend bot replies via Events API for FAQs.
• Example: Automate staff support by instantly sending betting rules.

3.6. Zendesk
• Feature/Setting: Automate response flows with Zendesk Triggers and Macros.
• Example: Automatically reply to "hours of operation" tickets.

3.7. Intercom
• Feature/Setting: Set up Custom Bots for keyword-driven automation.
• Example: Auto-reply to "how to cash out" with predefined messages.

3.8. Freshdesk
• Feature/Setting: Automate responses using Scenario Automator for incoming tickets.
• Example: Automatedly send odds table to relevant questions.

3.9. Drift
• Feature/Setting: Configure Playbooks for automatic chat responses.
• Example: Automate event announcements in customer chats.

3.10. LiveChat
• Feature/Setting: Use ChatBot integration for automating FAQ responses.
• Example: Automated responses for "first-time betting" queries.

3.11. Microsoft Power Automate
• Feature/Setting: Automate email or chat replies with AI model connector.
• Example: Automatedly send menu options to customer emails.

3.12. Google Dialogflow
• Feature/Setting: Build automated intents for key inquiries.
• Example: Automate odds reply upon intent recognition.

3.13. IBM Watson Assistant
• Feature/Setting: Automate conversational flows for standard queries.
• Example: Automatedly handle "where to watch live events" requests.

3.14. ServiceNow
• Feature/Setting: Create automated catalogue items for customer FAQs.
• Example: Automate response to "bet payout process" inquiries.

3.15. Salesforce Service Cloud
• Feature/Setting: Automate case assignment and knowledge article replies.
• Example: Automated send of betting rule document.

3.16. Zoho Desk
• Feature/Setting: Utilize Automated Workflows for response triggers.
• Example: Automate closure responses for resolved questions.

3.17. HubSpot Service Hub
• Feature/Setting: Automate conversation routing and canned responses.
• Example: Automatically send policy information on betting restrictions.

3.18. Genesys Cloud CX
• Feature/Setting: Automate bot replies for high-frequency queries.
• Example: Automated update of event changes to subscribers.

3.19. Telegram Bot API
• Feature/Setting: Configure command-based automations for inquiry replies.
• Example: Automate real-time odds requests with bot responses.

3.20. Mailgun
• Feature/Setting: Automate auto-reply on incoming emails with template rules.
• Example: Automatedly confirm receipt of customer betting requests.

Benefits

4.1. Dramatically automates responses across all digital channels, reducing customer wait times.
4.2. Automating replies boosts staff productivity, limits manual error, and accelerates resolution speed.
4.3. Automated message consistency enhances Bar PMU’s brand reliability and service quality.
4.4. Automation enables scalable customer support, adapting instantly to volume changes.
4.5. Automated data capture improves analytics on frequently asked questions, helping identify new automation opportunities.