Using Chatbots

Chatbots are mostly used to reduce the load on your contact center agents, as it offers clients to use automated services. A chat bot connected via edna Chat Center Bot Connect can do the following:

  • Proactively greet clients
  • Answer typical client questions without engaging an agent
  • Transfer a client’s thread to an agent or close it by itself
  • Provide tips for agents’ answers

A chatbot can receive text messages and attachments from clients, reply with text (as well as markdown-formatted text) or using quick reply buttons, as well as send attachments.

In edna Chat Center, you use API for Bot Connect for the integration with a chatbot. For more details, refer here. For the full API documentation on Bot Connect, refer here.

In this article