Troubleshooting Chatbot
A digital companion that guides through basic troubleshooting
Often, common issues such as a breaker tripping lead to a trial and error troubleshooting process for electricians and a hunt for manuals and documentation. Additionally, customer support is often overloaded with a lot of queries which could be easily resolved through documentation available both online and in physical manuals but navigating to the correct piece of information is painstaking.
Gives options to funnel the conversation to make it easier for the user to enter information as well as for the bot to narrow down to the solution as quickly as possible in the form of cards and rich messages containing images and text
When a problem is sufficiently narrowed down, the chatbot provides helpful resources, for example excerpts of the manuals or drawings that can help user in troubleshooting the problem.
Enables users to easily pass on requisite information. Having the user to type in the information about the device such as model type, model no, catalog no. every time could get frustrating. Taking a picture of the device to enter information easily captures the device information from the user and enhance the user experience with the usage of OCR capabilities that extracts text from images.
All the problems cannot be solved by the chatbot. There would be instances when it needs to be transferred to a real agent or send support on-site by contacting support on behalf of the user, also passing all the extracted information from the user, avoiding repetition. Feedback loop from the conversation between real agent and customer back into the bot helps it evolve over time.
