Responses to common customer inquiries via chatbot

Purpose

1.1. Automate instant, consistent responses to routine customer inquiries, such as menu details, opening hours, order status, reservations, and special cuisines, improving satisfaction and freeing staff resources.
1.2. Streamline engagement via chatbot across website, social, and messaging platforms, catering to the African restaurant’s target demographic and increasing conversion rates.

Trigger Conditions

2.1. Customer submits inquiry via website chat widget.
2.2. Direct message received on social media (Facebook Messenger, Instagram DM).
2.3. SMS or WhatsApp message delivered to business phone.
2.4. Voice-to-text chatbot prompt initiated via call.
2.5. Email received to general contact inbox requesting standard info.

Platform Variants

3.1. Intercom
• Feature/Setting: Operator Bots; configure FAQ rules for “Show menu”, “Reservation”, “Location”.
• Configuration: Set bot triggers for keywords; pre-fill responses from a knowledge base.

3.2. Zendesk
• Feature/Setting: Answer Bot; build answer flows for recurring queries.
• Configuration: Automate mapping of user intents to saved replies in chat widget.

3.3. Drift
• Feature/Setting: Playbooks; build rule-based chat sequences for menu, hours, and booking.
• Configuration: Integrate Playbook with backend ordering API for live status.

3.4. Crisp
• Feature/Setting: Chatbot Scenario Builder; create scenario trees for common questions.
• Configuration: Define scenario entry using utterances like “What are your hours?”

3.5. ManyChat
• Feature/Setting: Facebook & Instagram Messenger flows; create keyword bots.
• Configuration: Configure action blocks for responses, collect customer contact info.

3.6. Twilio
• Feature/Setting: Programmable Messaging; autoresponder for SMS and WhatsApp.
• Configuration: Map incoming message patterns to webhook-triggered replies.

3.7. Dialogflow
• Feature/Setting: Intents and Entities; configure for “Order tracking”, “Menu request”, etc.
• Configuration: Deploy agent as webhook for website chat or Google Business Messages.

3.8. Microsoft Bot Framework
• Feature/Setting: QnA Maker; ingest FAQ document, auto-generate responses.
• Configuration: Link bot to Facebook Messenger and web chat channels.

3.9. LiveChat
• Feature/Setting: ChatBot integration; set FAQ automations.
• Configuration: Program bot to intercept and respond based on visitor questions.

3.10. Freshchat
• Feature/Setting: Freddy AI Conversation Flows; build “menu/hours” responders.
• Configuration: Map flows to handle variations (e.g. “Is fufu available?”).

3.11. Google Business Messages
• Feature/Setting: Conversational agent for business profile queries.
• Configuration: Route messages to a Dialogflow-powered FAQ bot.

3.12. WhatsApp Business API
• Feature/Setting: Auto-reply; configure quick-reply templates for FAQ triggers.
• Configuration: Set up session management for follow-up queries.

3.13. Facebook Messenger Platform
• Feature/Setting: Messenger Bots; setup webhook-based reply handlers.
• Configuration: Populate “Get Started” payloads with top asked questions.

3.14. Instagram Messaging API
• Feature/Setting: Automated direct message flows.
• Configuration: Set business greeting and instant answers for menu requests.

3.15. Telegram Bot API
• Feature/Setting: setup /menu, /hours commands; auto-generate replies.
• Configuration: Register handlers for text patterns and quick replies.

3.16. Landbot
• Feature/Setting: Visual flow builder for WhatsApp, web, and Messenger bots.
• Configuration: Drag-drop FAQ widgets for “reservation”, “specials”, etc.

3.17. Tidio
• Feature/Setting: Chatbot rule setup; FAQ flows triggered by message conditions.
• Configuration: Link knowledge base and booking widget to bot replies.

3.18. SnatchBot
• Feature/Setting: FAQ module; NLP for user intent recognition.
• Configuration: Upload standard questions and match responses.

3.19. IBM Watson Assistant
• Feature/Setting: Dialog skill with pre-built Q&A nodes for culinary queries.
• Configuration: Integrate webhook for reservation system link up.

3.20. Zoho SalesIQ
• Feature/Setting: Answer Bot with triggers based on question type.
• Configuration: Enable chat routing and scripted responses to repeat inquiries.

4. Benefits

3.4.1. Improves response speed and accuracy, enhancing customer trust and loyalty.
3.4.2. Reduces staff workload, allowing focus on complex or high-touch issues.
3.4.3. Expands reach to customers on multiple online channels 24/7.
3.4.4. Personalizes experiences for African cuisine enthusiasts, elevating brand image.
3.4.5. Captures more leads, facilitating targeted follow-ups and marketing.