Automated response to common customer inquiries (chatbot)

Purpose

1.1. Automate, streamline, and standardize responses to typical customer queries in Alsatian cuisine restaurants, improving customer satisfaction, reducing manual workload, and ensuring fast, accurate communication across multiple digital channels (web, SMS, email, social platforms, chat widgets, voice assistants).
1.2. Handle inquiries such as opening hours, menu offerings, special dietary options, reservation requests, table availability, event or catering details, location information, ordering processes, allergen info, feedback collection, and loyalty/rewards program details.
1.3. Enable 24/7 customer support with scalable, multi-language capabilities tailored for the Alsace restaurant context.

Trigger Conditions

2.1. New chat message received via restaurant website widget.
2.2. SMS/WhatsApp/Facebook Messenger/Instagram DM inquiry with recognized keywords (e.g., “hours”, “menu”, “reservation”).
2.3. Voice command received by smart assistant (e.g., “Hey Google, ask RestaurantName for tonight’s specials”).
2.4. Incoming customer email with FAQ term in subject/body.
2.5. Yelp, TripAdvisor, or Google My Business message.
2.6. Submission through kiosk/tablet in-restaurant inquiry form.
2.7. API invocation from external booking or delivery partners.
2.8. Customer replies to automated order/delivery notification.

Platform Variants

3.1. Twilio Programmable Messaging (SMS/WhatsApp)
• Feature/Setting: Autoresponder via Twilio Studio Flows, set Trigger: Incoming_Message, configure Split Based On: Body Keywords; API: SendMessage.

3.2. Meta Messenger Platform (Facebook/Instagram)
• Feature/Setting: Messenger Webhooks for message_received; API: /me/messages, set quick replies for FAQs; configure persistent menu.

3.3. Dialogflow CX
• Feature/Setting: Fulfillment webhook on intent match: "FAQ_*"; configure Training Phrases: ["What are your opening hours?"] with mapped response.

3.4. Google Business Messages
• Feature/Setting: Entry point Event – message_received; API: conversation.sendMessage; load restaurant-specific FAQ replies.

3.5. Intercom
• Feature/Setting: Custom bot Workflow, Trigger: New Conversation, Path: FAQ Rules, Action: “Send Reply”.

3.6. Zendesk Chat
• Feature/Setting: Answer Bot, Flow Builder, Trigger: Visitor asks FAQ; configure responses in Answer module.

3.7. Drift
• Feature/Setting: Playbooks; Trigger: Keyword detection; Action: Automated reply block.

3.8. Freshchat
• Feature/Setting: Bot Builder, Event: User message; Branch Node for FAQ keywords, Response Node for answer.

3.9. WhatsApp Business API
• Feature/Setting: Webhook for message_received; process with content-based auto-reply.

3.10. Telegram Bot API
• Feature/Setting: setWebhook; on message, parse FAQ keywords; reply with sendMessage API.

3.11. Slack
• Feature/Setting: Bot user with Events API (message.channels); FAQ pattern match; respond with chat.postMessage.

3.12. Microsoft Teams
• Feature/Setting: Bot Framework with OnMessageActivity handler; trigger QnA Maker endpoint on recognized FAQ.

3.13. Webflow + Crisp.chat
• Feature/Setting: Automations, Trigger: Message received; Condition: FAQ keyword; Action: Send predefined answer.

3.14. LiveChat
• Feature/Setting: ChatBot scenario; Event: Incoming_message; Decision block for matching FAQ; Response block for answer.

3.15. Salesforce Service Cloud
• Feature/Setting: Einstein Bots for Service; Intent Recognition: FAQ Inquiry; Action: Send Text Response.

3.16. Genesys Cloud CX
• Feature/Setting: Bot Flows; Trigger: Message event; Condition: Recognized phrase; Task: Send Automated Reply.

3.17. Shopify Inbox
• Feature/Setting: Automated Responses; Trigger: FAQ keyword; Response: Custom text.

3.18. WeChat Official Account
• Feature/Setting: Auto-Reply Rules; Event: Text message; Rule: Keyword match; Action: Send answer.

3.19. Viber Public Account API
• Feature/Setting: onMessage webhook; detect FAQ keyword; reply with send_message.

3.20. Amazon Lex
• Feature/Setting: Intent: “FAQ”; Utterances for each inquiry type; Lambda fulfillment for dynamic data.

3.21. Google Assistant
• Feature/Setting: Conversation Action; Intent: Lookup[FAQ_Type]; Respond with pre-configured phrases for Alsatian cuisine context.

3.22. Mailgun
• Feature/Setting: Inbound Routes; Filter: Subject/Body FAQ Term; Action: Autoreply Template.

3.23. Zoho Desk
• Feature/Setting: Zobot; Trigger: Customer question; Skills block for FAQ; Automated reply node.

3.24. SnatchBot
• Feature/Setting: Interaction Node; Trigger: User message; Script: If message in FAQ set, send FAQ response.

Benefits

4.1. Immediate, consistent responses ensure a seamless guest experience, reducing wait times.
4.2. Staff workload reduction enables greater focus on in-person service and kitchen operations.
4.3. Multichannel coverage extends customer engagement well beyond restaurant operating hours.
4.4. Automated chat supports upselling (special menus, events), event bookings, and customer loyalty.
4.5. Multilingual option boosts accessibility for France’s and Alsace’s international visitors.
4.6. Standardized interactions gather analytic data to optimize menu, service, and marketing strategies.
4.7. Enhanced compliance by providing verified allergen and dietary information on request.
4.8. Scalable: easily updates responses for holiday hours, limited-time offers, or menu changes.
4.9. Reduces abandoned inquiries; increases satisfaction and positive online reputation.
4.10. Integrates with reservation/payment/order systems to further streamline operations.