When customers contact us through a Freshchat channel, I want to refer them to an NLU bot tied to our knowledge base to try to address their concern before flagging a live agent. Can someone point me to resources on the best way to do this?
- Customer initiates a session through a Freshchat channel
- The 3rd party NLU bot asks the customer what they need help with and engages in back and forth conversation to troubleshoot the issue
- If the customer says their issues is resolved, the conversation is closed. If they say they still need an agent, it moves the conversation to a different group for live agents to attend to.
If there’s a way to do this without invoking Freddy, that would be ideal since I don’t really need Freddy to just be a middleman unless it’s absolutely necessary (and if it is, so be it; just need to know).