What is a conversational bot and why do I need it?

Bold360 AI platform delivers a conversational bot solution that leverages our Contextual-Answers technology together with our proprietary Natural Language Processing solution.

The conversational platform provides a messaging-based user experience in which the Bold360 AI engine gathers information from the customer similarly to how a human agent would do in a regular conversation. Based on customer input and the engine's search capabilities, the conversational bot provides the customer relevant information.

Like other Bold360 AI widgets, the conversational bot can be deployed across multiple touchpoints. Bold360 AI allows for dynamic selection of parameters that can be based either on integration with your API or on dynamic lists that you provide to retrieve information. Here's what makes the conversational bot unique:

  • Continuous conversation
  • Conversational prompts
  • Dynamic content and personalization
  • Buttons and selection options
  • Image Galleries
Continuous conversations

You can customize the bot's "memory" and define the context in which the bot will remember pieces of the conversation. The bot's ability to remember context enables the conversation. In the following example, the bot remembers that the context is currency exchange:

Conversational prompts

Just as with live agents engaging in real conversations, you can teach the bot to ask follow-up questions to gather the information it needs to answer the customer's question. In essence, the bot identifies the customer's intent and prompts for further information.

The following is an example with multiple prompts:

Dynamic content and personalization

You can define one article (one answer) that would answer a question based on dynamic information that comes from either an API or a dynamic table. The integration with your API can drive personalization in the bot and can answer questions like "What is the status of my claim?" or "How many miles are available for me to redeem?"

You can also use a dynamic table to retrieve information based on context as shown in the following example, where a single article is used to retrieve parameter-based information.


Buttons and selection options

Buttons allow you to add structure to the bot conversation and offer article-specific and follow-up actions. These buttons can either point to other articles/content, open a URL, or offer click-to-call.

Example (Buttons leading to articles/options):

Example (Buttons leading website or click to call)

Image Galleries

Image galleries help bring life and color into the bot conversation. You can use multiple images that the customer can scroll through and take action. You can also use them for product pictures and offers and have the user select between different products.