Jimbot Facebook Messenger bot

Overview

A chat-bot is a piece of automated messaging software that uses AI to converse with people. They are programmed to understand questions, provide answers, and execute tasks. From a customer’s perspective, they’re a friendly and accessible time-saver.  Rather than opening an app, making a phone call, running a search, or loading a web page. Customer can just type a message and start the conversation as they would with a actual service agent. chat-bots have been around in some form for decades, and currently they exist on web pages, in apps, on social media. With that notation, Jimbot is a Facebook Messenger chat-bot that lives in Facebook Messenger, meaning it converses with the people who reach out to Jim’s Group using Facebook Messenger.

Glossary

Moderator/User: The customer service operator who would be observing the customer chat with Jimbot and taking over control from the chat bot when required.

Customer: The individual who is requiring some sort of service or trying to get a query resolved

Process flow

• Log-in to Facebook
• Navigate to Jim's Group - Head office page
• Select the inbox from the top option in Jim's Group - Head office (Needs to have access as a moderator to view the inbox)

• For a moderator(user) at the start, the inbox will be displaying conversations present in the ‘main’

• Customer interaction initially will be with the chat-bot AI. The moderator can view a new, present or older customer chat occurring with the chat-bot by clicking on the drop-down arrow next to the ‘main’ and selecting ‘Done’

• After selecting Done, the moderator(user) can view the chats occurring with the chat bot

• If the moderator feels that the conversation is not heading in the right direction due to the limitations of the chat-bot, they can move the conversation to the main by selecting ‘Move to main’ option

• Alternatively, if the chat-bot feels that the conversation should be handled by a human operator it would display a message and shift the conversation to ‘main’

• If the moderator feels that the complex part of the conversation is over and the bot can take over, they can select ‘Move to done’ option which would transfer the chat back to Done, and the bot would take over the conversation from where moderator left

Note: The moderator has to ensure that conversation is complete before switching chat control to the bot else the chat bot might display an error message to the customer

• The chat bot would start re-conversing with the customer, after the moderator moves the conversation to the chat-bot by selecting ‘Move to done’ option