The knowledge base contains about 200 questions and answers pairs. For each pair, there are from 2 to 30 variations of question-wording.
The database is hierarchical, the bot can ask clarifying questions. The bot asks based on client information, which means there will be a minimum of questions.
The hierarchical menu helps to get a response from the bot in a few clicks.
The menu can be invoked using a command.
If the bot cannot recognize the user's question, it suggests using the menu itself.
The bot responds to the most popular user requests, such as where to see the yield.
If the user has one policy, the bot immediately gives a link to the yield report.
If the user has more than one insurance policy, the bot will ask clarifying questions and then provide a link.
We have programmed about 30 such dialogues using internal client databases.
The client can switch the dialog to an operator at any time.
For the user, this is a seamless transition to and from the operator.
The specialist will have access not only to the history of correspondence with the bot but also to data about the client from internal systems.
If the question involves operator assistance, the bot will suggest switching.
The dialogue with the bot can be continued in the smartphone, we integrated it into Telegram Messenger.