Careful Planning: Key to an Effective Bot and Happy Customers
When building your bot, thoughtful planning is essential to ensure it efficiently serves customers and meets their needs.
Supported Editions
- Einstein Bots is available in both Salesforce Classic and Lightning Experience.
- Setup for Einstein Bots is only available in Lightning Experience.
- Editions: Enterprise, Performance, Unlimited, and Developer.
Technical Planning
- Identify Common Issues
Analyze common customer inquiries that your agents typically handle, such as password resets, order status updates, or routine queries like store hours or locations. These are ideal for your bot to address. - Develop Knowledge Articles
Support your bot’s ability to answer customer questions by creating a comprehensive set of Knowledge articles. - Select Communication Channels
Choose which channels you want your bot to engage on, such as Chat or Messaging. - Determine Custom Profiles
If your bot requires advanced functionalities, such as actions related to Field Service, decide if it needs a custom profile to handle these tasks. Each bot has its own user profile, which controls what it can access and perform. - Add a Persistent Menu
Consider offering a Bot Options menu—a persistent, always-available menu at the bottom of the chat window. This provides customers with easy access to the bot’s main functions anytime during their interaction. - Prepare for Free-Text Chat
If you plan to allow customers to type questions, compile a list of typical requests and the various ways customers ask for help. Also, develop a list of out-of-scope queries that the bot can’t handle, so it can smoothly redirect customers when necessary. Note: If your bot is purely menu- or button-driven, defining customer intents isn’t required.
Voice and Tone Planning
- Name Your Bot
Choose a bot name that reflects your company’s brand and voice. For example, a fun name like “Codey the Bear” might align with your company’s style. - Create a Welcome Greeting
Design an opening message that introduces the bot and clarifies that it isn’t a human, managing expectations right from the start. - Clarify Bot Capabilities
Clearly define what the bot can assist with. Offer an option to transfer to a human agent when needed, so customers always have access to live support if necessary.
Careful planning in these areas will help ensure your Einstein Bot delivers a smooth, efficient experience for your customers.
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