In its quest to satisfy all customer needs, the FPT.AI development team has endlessly surveyed, researched, as well as development new updates and features for bot improvement.

Some of the best new updates and features to the chatbot platform include:

1. Statistics

The “Statistics” feature is a highlight of the new version, as it offers great assistance to bot owners and builders in increasing customer interaction and making in-time adjustments to the chatbot’s contents and operations.

The FPT.AI development team had also added a dashboard along with the set fixed-time statistics, which allows bot managers to track real-time bot indexes.

The major index number of requests (or messages) from customers are now divided into messages with bot and messages with admins.

Furthermore, integration of different chat platforms also means that managers can choose to display statistics in different platforms and bot types.

Display of detailed statistics on chatbot’s performance.

2. Script

This is an important feature to the FPT.AI bot builder platform, which allows users to build bots for a diverse set of scenarios. An effective script will lead to effective counselling and data extraction from customers, as well as business-oriented customer care. Scripts can be of multiple forms: text, still or gif images, videos, sets of pictures, and even cards with conditional variants or APT-connected to a business service/third party.

For a more intuitive view on conversational flow and possible conversational incurrences bot builders, FPT.AI team has developed the Scenerio Map, along with the special feature of “Request for Location.” In the latter feature, the end users (or customers) can set their location to get bot suggestion based on it. This is extremely useful for branch businesses and local branches, as customers can easily find the branch closest to them.

Scenerio Map – An intuitive script map.

3. Online assistance

In recognition of the role of human in customer care and counseling, FPT.AI remains flexible so that customers can get human assistance the moment the bot become inefficient. Online assistance caters to this exact specific purpose. The feature is an updated version of the “Message management” function, and allows administrators to turn bots on and off for each customers via different platforms. In essence, when the end users require further assistance, the bot will immediately be shut down, notifications for immediate customer care will appear. Furthermore, conversations between customers and admins can be stored and redirected to other assisting emails, which will be of great help to businesses that utilize emails in receiving and processing information from customers.

In the Online assistance feature, a red mark will appear next to customers that requires assistance.

4. Role on bot

As a respond to the growing need to diversify the role of bot users, FPT.AI has developed the “Role on bot” feature, where bot owners can elect roles to different individuals. These roles include: bot manager, bot data complier, customer assistance,… with different rights and functions in each role.

This function is useful to businesses with multiple bots and different bot roles in building and managing them.

Bot role selection.

FPT.AI with its multiple functions and ability to satisfy various needs, has become the prime choice of many businesses. By June 2019, 9 months after the public introduction of this platform, FPT.AI Conversation has reached 5000 users and up to an average of 500,000 monthly requests. FPT.AI-based FPT Shop’s Pika chatbot, for example, had been in use from November 2018, and has since processed 70,000 customer interactions and up to 300,000 requests, all in mere seconds. The total number of orders made via the fanpage’s chatbot has also amounted up to 4000.  According to FPT Shop’s representative, Mr. Tu Hoang Thai – Head of E-commerce at FPT Shop, Pika chatbot has reduced the total amount of work by 60% with up to 74% accuracy. These numbers are pretty impressive, and shall be the incentive for FPT.AI team to continue developing and improve their bot into becoming a crucial tool for businesses, especially in work automatization and maintenance of relationships with customers.

Dieu Huong

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