Customer Support and After-Sales ServicePurpose
1.2. Enhance the customer and after-sales service experience by providing 24/7 instant support for common requests, technical documentation, maintenance schedules, warranty, and spare parts.
1.3. Decrease response burden on human agents by triaging basic support interactions.
1.4. Centralize customer interaction data for analytics across multiple communication platforms.
1.5. Enable seamless escalation of complex queries to specialized support personnel.
Trigger Conditions
2.2. Automated email or chat received outside regular business hours.
2.3. New web chat, social messaging, or SMS inquiry detected.
2.4. Multi-language query recognition for global customers.
2.5. Internal agent assigns ticket as a “FAQ-eligible” inquiry.
Platform Variants
• Feature: Twilio Autopilot
• Setting: Configure FAQ task using Natural Language Understanding and webhook to FAQ database.
3.2. Slack
• Feature: Slack Bot Events API
• Setting: Subscribe to message.im event, call FAQ function, reply in channel.
3.3. Microsoft Teams
• Feature: Teams Bot Framework
• Setting: Register bot with FAQ QnA Maker knowledge base endpoint.
3.4. WhatsApp Business API
• Feature: Webhook Integration
• Setting: Parse inbound messages, dispatch to FAQ logic, send formatted FAQ replies.
3.5. Facebook Messenger
• Feature: Messenger Send API
• Setting: Keyword-based triggers mapped to formatted FAQ templates.
3.6. Zendesk
• Feature: Zendesk Answer Bot
• Setting: Reaction to ticket creation or form submission, search FAQ articles and suggest top answers.
3.7. Intercom
• Feature: Custom Bots
• Setting: Configure FAQ flows, trigger bot on conversation start, suggest answers.
3.8. Salesforce Service Cloud
• Feature: Einstein Bots
• Setting: Define FAQ intent set, agent handoff logic after failed matches.
3.9. LiveChat
• Feature: ChatBot Integration
• Setting: Deploy chatbot with FAQ topic library, connect to LiveChat API for user context.
3.10. Google Chat
• Feature: Google Chat Bots API
• Setting: Match FAQ question triggers, send pre-configured FAQ responses.
3.11. HubSpot
• Feature: HubSpot Conversations Bot
• Setting: Automate FAQ response to ticketed chat with Knowledge Base search.
3.12. Drift
• Feature: Playbooks
• Setting: Launch FAQ playbook on contact’s question, provide options or answer directly.
3.13. Freshdesk
• Feature: Freddy AI
• Setting: Trigger FAQ workflow on new ticket, fetch answers from help articles.
3.14. IBM Watson Assistant
• Feature: Dialog Skill
• Setting: Build intent/dialog pairs for FAQ, call Watson Assistant API in real-time.
3.15. Genesys Cloud
• Feature: Bot Flow
• Setting: Connect FAQ bot to digital channels, orchestrate handoff to agent on escalation.
3.16. Telegram
• Feature: Bot API
• Setting: Listen for queries, match FAQ keywords, reply using sendMessage method.
3.17. Discord
• Feature: Slash Commands
• Setting: Register /faq command, respond with answer lookup.
3.18. Amazon Lex
• Feature: Lex Bots
• Setting: Define intents for FAQs, configure utterances, link to backend knowledge source.
3.19. Google Dialogflow
• Feature: Intents/Knowledge Connectors
• Setting: Map airport/aircraft support queries to responses using knowledge base connector.
3.20. Web Widget (custom)
• Feature: JavaScript SDK
• Setting: Embed FAQ chatbot on website, connect to backend for dynamic response.
Benefits
4.2. Reduces repetitive load on human support teams, focusing them on complex issues.
4.3. Scales support availability globally, bridging time zones and languages.
4.4. Centralizes interaction logs, supporting continuous improvement via analytics.
4.5. Enables seamless workflow between automated and live-agent support.
4.6. Facilitates standardized, compliant information distribution to all stakeholders.
4.7. Improves customer satisfaction and maintenance turnaround times.