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Virtual assistants and chatbots are great tools for improving customer service in any company. However, to be able to become a great customer service agent there is some work to do to make it fit your business needs.
Businesses today have their own way of naming things and the same way you would need to train any co-worker on the business vocabulary, you need to train the virtual assistant. That is when customization starts.
Sometimes we want our bot to give some extra information that the user did not explicitly request, such as special deals, promotions, and more. In Teneo, this can be achieved using prompt triggers.
Prompt triggers are tested after the normal flow execution, right before the response is given. If a prompt trigger matches, the flow containing this trigger will be executed and the resulting output will be added to the response. In the example below, the first part of the bot answer comes from the ‘User wants to order coffee’ flow, while the second, highlighted, part comes from a flow that has a prompt trigger: