Can I offer a special response to a high-value question?

Can I offer a special response to a high-value question?

About high-value chats

Some questions may be more important to your organization than others, so you may want to handle them in a special way. These are called "high-value chats." If a customer asks a question you consider important, you can set Bold360 AI to push the user directly to chat, show a unique invitation, or collect data without offering a special response.

For example, you might know that users asking certain questions commonly convert at a higher rate or give a higher NPS score when they end up chatting with a real person. You should mark the articles associated with these questions as high-value. Here are a few questions commonly considered high-value: How do I upgrade? My [product] doesn't work! I'm having trouble submitting my order! I'd like to buy, but can't find the item!

High-value chat functionality is valid from any conversational touchpoint or from search as part of the Liveperson integration.

Setting up high-value chats

You can set any knowledge base article as high-value. Here's how to set an article's value and unique response:

  1. Create or select an article under Knowledge > Articles.
  2. Go to the article's Options tab.
  3. Under Channel Value, select how you want to respond when the user's intent matches this article:
    1. Low Value - Hide chat: Do not give the user the option to chat with a person.
    2. Normal Value: Show the answer and give the user the option to chat with a person.
    3. High Value: Show the answer and give the user the option to chat with a person. If the user chooses to chat, the engagement is reported as a high-value chat.
    4. High Value - show invitation: Same as High Value, but also show the user a special invitation. To edit the invitation, click Edit Invitation....
    5. High Value - Push chat: Send the user directly to a person without prompting. The engagement is reported as a high-value chat.
  4. Save and/or publish your changes.
Remember: High-value chat functionality is valid from any conversational touchpoint or from search as part of the Liveperson integration.

Viewing and analyzing data about high-value chats

To gain insight into how articles marked as high-value are performing, check the following locations:

  • Go to Analytics > Traffic and look for the High-Value Chats chart to see the percentage of user intents that matched articles set as high-value and were escalated to chat either by the user or automatically
  • Go to Analytics > Knowledge Base and look for the Popular High Value Chats chart to see articles marked as high-value that most frequently matched user intents and were escalated to chat either by the user or automatically

How to differentiate between positive and regular channeling for high-value chats

Positive channeling indicates intentional channeling. For example, when a specific intent indicates a customer is at risk and your strategy is to help this customer with a live agent. To add channeling value to an article, select High value for Channel Value on the Options tab in the Article Editor.

This impacts channeling statistics between high-value and regular channeling on the Dashboard.

Important: Channeled high-value interactions are still considered as unresolved from a self-service point of view. Therefore, the self-service score will be 0 for an interaction that was channeled from a high value article.