![]() Think of your chatbot as an app that simulates how a real agent is using the chat platform to handle customer queries receive response from the chatbot service and send it to the visitor.when a message is received, send it to the chatbot service (Watson Assistant in this example).app is waiting for new messages from visitors.app authenticates to the livechat platform and starts a session by making itself available.app is initializing and authenticates itself to the chatbot service.If you think of your chatbot as an app that simulates how a real agent is using the chat platform to handle customer queries, the app flow would look like this: Select the customer service sample workspace to use a predefined chatbot example that can handle simple FAQ type queries such as serving stores opening hours or location. Sign up here for a free account and follow these instructions to configure your workspace. What I liked about Watson Assistant was that it comes pre-installed with a sample customer service bot that makes it easy to get started. For this tutorial we are using IBM Watson Assistant, but alternatively you can select other chatbot services such as Azure Bot Service from Microsoft or Dialogflow from Google. ![]() You’ll also need to sign up and setup your chatbot service of choice. What you get in the end is an access token (think of it as a super password) to be used in the next steps. Please follow the instructions at this page to setup the OAuth configuration for the chatbot user and implement the flow. Given that the chatbot is a server-side app, the most appropriate methods are either Password grant or Client credentials grant. Zendesk Chat supports several authentication methods, all based on the OAuth authorization flow. Once you have a user, the next step is to configure how the chatbot app will authenticate. Obviously, you don’t want your customers to believe they are chatting to a real person, so make sure you name and introduce the new agent/chatbot accordingly. You can either create an additional user for your chatbot or use your own account. Like any agent, it would need to authenticate before being able to take on and respond to incoming chats from customers. Your chatbot app is configured into your Zendesk Chat account as an additional Agent user.
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