Question Answer
What is the meaning of AU (active user) Active User is a person who uses the bot services once, twice or many times during a calendar month one given media (for example, Facebook Messenger)
How do you track AU (active users)? We identify users by their identification method for a given channel. For example, in Whatsapp or Telegram, we use the phone number, in messenger we use the Facebook ID, for webchat we use browser cookies
Is there any limitation on how many sessions or messages per session can be exchanged by one active user? No, there is no limitation on how many messages one user can send in the session as well as on how many sessions can be made per calendar month
Is AU package all-inclusive or do I need to buy any other subscriptions? The BOTTER’s AU packages are indeed fully inclusive of NLP engine, technical support, hosting fees and WhatsApp inbound fees. This allows you to have one all-inclusive contract rather than maintaining several contracts with different service providers
What if we consume the complete amount of our active user package? Will the bot service stop? No, the bot service will continue working and we will notify you. If you keep exceeding your package by more than 10% over several months in a row we may ask you to upgrade your service to a higher package.
What is NLP? NLP stands for Natural Language Processing and is a function that BOTTER solution uses to understand the sentences in human language and map these to the function BOTTER can perform. For example the phrase “I would like to fly to Amsterdam” will activate the ticket booking function of the bot and the phrase “I would like to see a doctor” means the bot can help the consumer to schedule an appointment.
What is the intent? The intent is the meaning of the phrase in natural human language mapped to a function a bot can perform or to the question the bot is trained to answer. For example, if a consumer types something like “I need to know how much cash I have” or “Can I get my account balance” or “Show me my balance” – all these 3 phrases effectively mean the same intent – the “account balance” – a function that a banking bot is typically trained to answer
Which languages does BOTTER support? BOTTER can recognize human-like sentences in multiple languages including English, French, German, Arabic, Spanish, Italian, Portuguese and many more. The list is growing so please feel free to ask if you need a certain language to be supported
Can BOTTER interpret absolutely any phrase from the day-1? We normally train the NLP function to understand the intent (this is what your consumer wants to do) with at least 70-80% accuracy when BOTTER is launched to production. The BOTTER will keep learning and as more and more consumers use it you will be able to easily train BOTTER to understand your customers in 90% of cases.
How can I train the NLP in BOTTER? BOTTER offers you a graphical user interface to train the NLP module. There you can see the human phrases which the bot did not recognize and map these phrases to the known intents. This will mean BOTTER will understand the human language better and better as time goes.
Which channels does BOTTER support? BOTTER supports web chat, mobile applications based on Android & IOS, WhatsApp, Facebook Messenger and some other customer engagement channels
Can BOTTER integrate with other systems in my company? Yes, we can integrate BOTTER with the other systems including but not limited to billing, banking & financial backends, human resources, medical appointment systems, conferencing (such as ZOOM), airline and hotel booking systems, databases, knowledge management systems, customer feedback management systems, SMS and email gateways. We use industry-standard technologies and API’s for all backend integrations
Can BOTTER integrate with the legacy systems that do not have an API? Yes, BOTTER can integrate with legacy systems using Robotic Process Automation (RPA) technology. Our solution is fully compatible and tested with the best in class UIPath RPA solution but we can also automate to the other RPA solutions if required
Can I customize the chat widget appearance on the website to reflect my company style? Yes, the BOTTER chat widget is very customizable and during the installation, we will customize its colour, font appearance and size, logo and other aspects to match the style of your website
Is BOTTER PCI-DSS compliant? We build the BOTTER flows and configuration in a way that it does not store any payment card details and whenever a financial transaction has to be made BOTTER will redirect the flow to the payment gateway. This makes BOTTER fully comply with PCI-DSS standard
Can I build the flow myself? Yes, BOTTER deployment package includes a training workshop for bot flows building. You will learn the basics of building, changing, testing and deploying the bot flows so that in the future you will be able to do changes yourself. Complex flows or 3rd party integrations is the only case where you are likely to need our support.
Where is BOTTER physically hosted? The BOTTER is hosted in the Microsoft Azure cloud and we have several instances currently in Europe, the Middle East and UK.
How many customers can the bot handle at the same time? We don’t have any limitation because BOTTER is hosted on Microsoft Azure cloud which is dynamically scalable. We have some instances handling millions of interactions every month.
I need to provide bot services via WhatsApp. Can you help to register my number for WhatsApp Business API account? Yes, BOTTER team will help you registering your number and getting WhatsApp Business API approval. We have a team that is experienced and will do most of the paperwork on your behalf.
How long does it take to have the bot up and running on my website? It totally depends on the complexity of functions and the number of questions you want the chatbot to answer. A basic working bot capable of answering a few questions can take 5-7 days to build, test and deploy on your website. Complex projects may easily take 2-4 months to complete. We usually recommend starting with a few simple flows and adding more functions in subsequent phases rather than trying to build a complex solution one-shot.
What are the advantages of using BOTTER if I already have agent LiveChat? There are multiple advantages depending on the industry and the use case. Common advantages are that BOTTER can work 24/7 and the cost per customer service request is typically 4-8 times less if you use the BOTTER. Even if the interaction is later transferred to the agent, BOTTER can automate the initial information gathering and transfer the data to the agents thus helping humans serving the customer quicker.
Does BOTTER have reporting interface & built-in reports or dashboards? BOTTER comes with a reporting system for both realtime and historical reporting. You can see how many consumers use the bot services, across which channels, how well does NLP perform, how many users you have served and many others. Reports are available in graphical format & you can also export data as a CSV file to analyze them in Excel or other data analysis & visualization tools.
Can I give different users different privileges when administering BOTTER? Yes, BOTTER has several types of privileges which may be granted to users as necessary depending on their role. These include development, flow editing, NLP administration and admin.