2024. 07. 25 Workflow: Design Complete Customer Journey
In the second half of 2024, we're rolling out a series of features that will make your conversations with customers more efficient and effective.
We are excited to introduce Workflow which gives you a wide range of abilities to design and manage customer journeys, along with detail functions that allow you to enrich your operations.
Features that work together for greater impact
Auto-assign agents and set hours of operation by team: Organize your agents differently based on the customers and situations each team is responsible for. Automatically assign agents to the teams that need them based on the type of customer and the purpose of the call, and set different hours and assignments for each team.
Chat profiles and customer satisfaction surveys: You'll be able to store more data from each customer conversation. Determine the importance and have conversations faster and more intuitively, and see if this personalized customer experience drives higher customer satisfaction with built-in surveys with automated actions.
Workflow allows you to assemble automation modules to customize customer journey scenarios by segments and situations, designing conversations from start to finish.
Workflow integrates the Support bot, an existing intent-based chatbot, and the automation rules for live chat conversations. Combined with Alf, our AI agent, Channel Talk will take care of both better-automated conversations and superior customer experiences.
The Support bots and chat automation rules as separate features are gone: they have been migrated into Workflow.
What if you were previously using Support bots and/or automation rules?
Don't worry, your current Support bot and automation rules will be converted to workflows and will continue to function.
Their content and analytical data will also be automatically converted to Workflows and stored.
However, edited/drafts will be deleted. If you have anything saved for future use, be sure to publish it in [Private mode] beforehand so that you don't lose it.
Reduce time and energy to manage
Monitor and manage all the automated actions in one unified place.
You can manage them from one screen without having to see which rules work where and how in each section.
One workflow, many branches
Instead of having different Support bots for different customer segments or different hours of operation, you can design journeys tailored to your customers and their context in one workflow.
For example,
VIP customers are automatically assigned to a dedicated team, even if the conversation came in through the same path, and the team is notified to respond first with a chat tag and prioritization.
If it's a simple, repetitive inquiry, the AI agent ALF will respond appropriately based on the context.
Streamlined Conversation Management with Workflows
Automatically send satisfaction surveys to customers after conversations
Set up automated responses based on their answers
Customize the role and coverage of your AI agent ALFs for each path
All of this is possible without a developer
Draw scenarios on one screen and easily modify them with drag-and-drop functionality.
Frequently used workflows can be applied with one click through recipes.
Want to know more about the Workflow? Check out the user guide → HERE
Have you tried Channel Talk Documents launched in June?
Organize your knowledge base in Documents and let the AI agent, ALF, use it to help and answer customers.
What is RAG?
RAG: Retrieval-Augmented Generation
This feature allows Channel Talk's AI agent ALF to answer customer inquiries by retrieving information from built-in Documents as its knowledge base. (→ What is ALF?)
What can RAG do with Channel Talk AI?
ALF can provide accurate and reliable information based on the Documents. (→ What is Documents?)
Cite the source of the information in ALF's answer and provide a link to the documents.
If the article cited by ALF needs to be corrected, you can edit them directly during the conversation.
How can I use RAG?
Write and organize all the knowledge and information required in the Channel Talk Documents.
Enable ALF in each article setting.
Also, enable ALF to utilize documents in ALF settings for answering customers' inquiries.
You have more options for auto-assignment!
You can customize different options for different teams. Simply set them in workflows and choose different auto-assignment options based on your operational goals.
For example, if you're a sales team, you might want to automatically assign a customer to the same agent they've spoken with before.
Alternatively, if you're a customer support team, you might want to assign a customer to a team based on balanced occupancy.
How to change
Before: Single auto-assign option - chats are assigned to the best agent based on the occupancy.After: 3 auto-assignment options, with different options for each team.
Options | Routing Logic |
|---|---|
Least Occupied | Assign to the agent with the fewest ongoing chats. |
Personalized Routing | Returning customers are assigned to their previous agents for personalized experiences. |
Longest Idle | Assign to the agent who received a chat the longest time ago. |
Operational settings including business hours that were previously set per channel will now be set per team.
For channels that provide global services, consider assigning teams based on the language or country of your customers.
You can automatically manage in/outside of business hours according to each team's operational situations or shifts.
Like customer profile data, conversations can also have profile data. A single customer can have multiple chats, and you can save and manage important factors and information for each conversation.
Set priorities for each chat and respond to important conversations first.
Categorize conversation types, such as simple inquiries, dissatisfaction, etc.
Save information that varies from chat to chat, such as appointment times, to the chat profile data field and manage the chat history.
Manage different satisfaction scores for each chat in a chat profile.
You can also customize variations or properties you want to add.
We've released customer satisfaction surveys to help you measure and improve the quality of your responses. Automatically send surveys as you close conversations in your workflow and manage your team's quality control.
There are 3 types of scale options:
2-point scale (1/5 points)
3-point scale (1/3/5 points)
5-point scale (1~5 points)
You can also ask for additional comments to understand why people responded the way they did. With the Workflow, you can choose to receive a team chat notification only when a low or high score is submitted.
Manage your growing list of group chats!
Categorize and bookmark important group chats, team members you talk to often, and more.
The order of the sections is adjustable. Organize them according to your priorities.
Sections are saved on a per-account basis and sync across the desktop app/browser and mobile web browser.
To help you have more active and meaningful conversations within your team, we've added Team Meet to the free plan.
Even if you don't have the other person's phone number, you can simply call them with Team Meet to quickly catch up on important tasks.
Have an important meeting? Host the Meet video within ChannelTalk without switching to an external platform.
Channel Talk is coming to the Notification Center on Windows devices. We've added a feature to organize your Channel Talk notifications at a glance, helping you stay on top of what's important to you.