I. Purpose
Companies can configure knowledge base and enable bot in customer service account. Customers who ask questions will first be automatically replied based on the knowledge base of the company, and will be transferred to CSR if no answer is found in the knowledge base for higher service efficiency.
II. How to configure knowledge base
1. The knowledge base is shared across the entire company. Super administrators and the owner of the WeChat Customer Service app can manage the knowledge base.
Note: Once an administrator enables “Create Customer Service Account” in the WeChat Customer Service app -> Member Permissions, members within the company can manage the knowledge base on mobile or PC app.
2. Path:
Admin Console (Super Admin only): [App Management -> WeChat Customer Service -> Chat Bot -> Settings]
Mobile/PC app: [Workspace -> WeChat Customer Service -> Chat Bot]
3. You can add Q&As to the knowledge base to different groups. Up to 100 groups can be created and up to 200 answers can be added to a group. The group name can contain up to 12 Chinese characters; any excess will be truncated.
Up to 4 attachments can be uploaded for a single answer, with an upper limit of 10MB for images and 200 MB for videos.(Videos uploaded in the Admin Console cannot exceed 10 MB.)
4. When you add a Q&A to the knowledge base, you can add similar questions. If a customer asks a similar question, the chatbot can reply with the same answer.
5. You can export and import questions in batch in the knowledge base. Currently, the features are not supported on the WeCom app.
6.When “Members can create customer service accounts” is enabled for WeChat Customer Service, members can also manage the knowledge base in the WeCom app, and the knowledge base is used by all company members.
III. How to enable chat bot
1. Users can enable chat bot and set the effective time as “All day” or “only during non-reception time”.
You can add frequently asked questions and the receptionist’s answers to the knowledge base to improve the efficiency of the chatbot.
2. Path:
“App Management” -> “WeChat Customer Service” -> “Click a customer service account” -> “Reception Mode” in the admin console
“Workspace” -> “WeChat Customer Service” -> Click a customer service account” -> “Reception Mode” in the WeCom app
IV. How to view FAQ
1. Super admins can use FAQ to check the frequently asked questions by customers and add them to the knowledge base.
2. You can add frequently asked questions and the receptionist’s answers to the knowledge base to improve the efficiency of the chatbot.
(Only records for the last 7 days can be viewed)
3.Path:
“App Management” -> “WeChat Customer Service” -> “Tools” -> “Chat Bot Settings” -> “FAQ” in the admin console
“Workspace” -> “WeChat Customer Service” -> “Chat Bot” -> “FAQ” in the WeCom app
4. The system will automatically analyze the frequently asked questions by customers and whether a match can be found in the knowledge base.
5. Only questions that have been asked by at least two users will be counted as similar questions.
6. For questions that match an existing question, admins can add it to the existing Q&A or a new Q&A.
7. Admins can click to enter the question details to view customer questions, the number of persons asking questions and question count.
If admins view a matched question, the statistical item “Matched Question” and the button “Add to Existing Q&A” will be displayed.
V. How to set the reply when a question does not match the knowledge base
1. Admins can customize bot replies to questions that do not match the knowledge base, and can add replies from the knowledge base or questions that are frequently asked by customers.
2. Path:
“App Management” -> “WeChat Customer Service” -> “Tools” -> “Chat Bot Settings” -> “Settings” -> “Reply when no match is found in the knowledge base” in the admin console
“Workspace” -> “WeChat Customer Service” -> “Chat Bot” -> “Settings” -> “Reply when no match is found in the knowledge base” in the WeCom app
VI. How to set the conditions to transfer to CSR
1. Users can set whether to automatically transfer to CSR when an invalid question is asked, when the question does not match the knowledge base, or when the keywords are recognized.
2. Path:
“App Management” -> “WeChat Customer Service” -> “Tools” -> “Chat Bot Settings” -> “Settings” -> “Transfer to CSR” in the admin console
“Workspace” -> “WeChat Customer Service” -> “Chat Bot” -> “Settings” -> “Transfer to CSR” in the WeCom app
3. The transfer to CSRs upon hitting recommended questions is supported. When customers’ inquiries match recommended questions, the button “Transfer to CSR” will be displayed.
4. “CSR” and “Complaint” are added as keywords to transfer to CSR by default. Admins can click “Change” to add custom keywords or delete existing keywords.
5. “Transfer to CSR if no match is found in the knowledge base” is enabled by default. Once it is enabled, if the customer’s questions are invalid for two consecutive times, the customer will be transferred to CSR. Once it is disabled, if no match is found in the knowledge base, the customer will not be transferred to CSR.
6. “Transfer to CSR if questions are invalid” is enabled by default. Once it is enabled, if 3 consecutive questions are invalid, the customer will be transferred to CSR.
7. Normal chat with question semantics will be recognized as a valid question. Invalid questions are dynamically calculated by AI rather than according to any rules.
VII. How to view bot data statistics
1. Users can filter and view data statistics of bots and knowledge bases by time and customer service account.
2.Path:
“App Management” -> “WeChat Customer Service” -> “Tools” -> “Chat Bot Settings” -> “Data Statistics” in the admin console
“Workspace” -> “WeChat Customer Service” -> “Chat Bot” -> “Customer Service Statistics” in the WeCom app
3. Members can only see the data statistics of the customer service account they created in the WeCom app.
4. Statistics items include chat, service quality, and knowledge base:
Chats Replied: The number of chats that have user messages and are assigned to the chat bot.
Questions Answered: The number of questions sent by users that are assigned to the chat bot.
Hit Rate: The percentage of messages with matches in the knowledge base among all messages sent by users to the chat bot in a calendar day.
Exact Hit Rate: The percentage of messages with exact matches in the knowledge base (the recommended questions card is not shown) among all messages sent by users to the chat bot in a calendar day.
CSR Takeover Rate: The percentage of chats transferred to CSR among all chats with the chat bot initiated by users in a calendar day.
Knowledge Base Items: The number of Q&As in the knowledge base.
VIII. Add a scenario-specific question package
1. Scenario-specific question packages can be added. When entering information into the bot’s wiki, you can add preset Q&As with one click to quickly expand the wiki.
2. The following scenarios are supported: general, pre-sales, and post-sales.
3.Path:
In the Admin Console:
Go to “App Management” -> “WeChat Customer Service” -> “Tools” -> “Chat Bot” -> “Knowledge Package”.
In WeCom app:
Go to “Worksapce” -> “WeChat Customer Service” -> “Chat Bot” -> “Scenario-specific Question Package”.
IX.Set Intelligent Assisted Reception
1. After Intelligent Assisted Reception is enabled, the bot will recommend matched answers to CSRs to improve their reception efficiency. CSRs can also quickly maintain the wiki and optimize the bot during the reception process.
2. CSRs can view the bot’s real-time recommended replies in the Intelligent Assisted Reception Records in the sidebar during the reception process. They can directly edit unsatisfactory answers in the wiki and quickly add new Q&As to the wiki. The optimization of the bot can improve intelligent assistance.
3. Intelligent Assistance is available to admins, app owners, and members with the permission to create customer service accounts.
4. The bot matches answers in the following sequence: wiki > scenario wiki package > chats between CSRs and customers, and then recommends the matched answers to CSRs, thus improving their work efficiency.
5.Path：
Go to “Admin Console” -> “App Management” -> “WeChat Customer Service” -> “Customer Service Account”
“Workspace” -> “WeChat Customer Service” -> “Customer Service Account”->”Reception Mode”
X. How to Configure Robot Hot Question Push
1. The feature is enabled by default. When enabled, administrators and members who created the customer service account will receive a weekly summary of hot questions every Monday. This helps identify frequent customer inquiries and assists in updating the FAQs.
Path to enable:
Mobile: [Workspace -> WeChat Customer Service -> Robot-> Settings -> Hot Question Push]
Admin Console: [App Management -> WeChat Customer Service -> Chat Bot -> Settings -> Hot Question Push]
2. When enabled, the system will push last week’s hot questions to administrators and members with “Create Customer Service Account” permissions via the WeChat Customer Service app in their chat messages.
3. For hot questions identified from human agent sessions, a hot question card will be pushed at 9:30 AM the following morning to the Super Administrator and the creator of the WeChat Customer Service account.
Note:
(1) The card push cannot be disabled separately. To turn it off, you must disable the [Hot Question Push] feature entirely.
(2) The system pushes hot questions from the previous week. After the v4.1.2 update, this includes hot questions from both human agent sessions and the Smart Assistant. Prior versions only pushed hot questions from customer interactions with the Smart Assistant every Monday.
XI. Enabling/disabling intelligent reply/chatbot does not take effect.
1. The intelligent reply/chatbot configuration does not apply to assigned agent chats.
2. Check if the WeChat user manually ended the chat. If the user instead of the agent ends the chat, the auto reply will not be triggered. The agent needs to end the chat first, then the WeChat user can initiate a new chat for the auto reply to take effect.
3. Check the WeChat user’s chat interface. If it shows “XX (customer service account name) is serving you” or “Transferred to CSR”, it means the user has not yet accessed the intelligent reply, and may still be in a chat with a CSR. Refer to point 2 to have the agent end the chat and try again.
The intelligent reply will only be triggered if it shows “Smart Assistant accessed”.
4. If it shows “Smart Assistant accessed” but the intelligent reply is still not triggered:
(1) Check if the user’s question matches the keywords set for CSR transfer.
For example, if the keyword is set to “CSR “, and the user sends “CSR” when they enter the chat, the intelligent reply will not be triggered.
(2) Check if the company is verified. For unverified companies, the intelligent reply will not be triggered once the maximum number of customers (100) is reached.
5. Adding emojis or special characters in the kiwi may affect the matching results. Try removing the tags or special characters and retry.