|Dec 30th 2011, 16:57
|News Story: BOTS introduces the new Live Support model, bot-based|
|We have started testing the new Live Support model at SmartBots. This model is intended to provide the prompt help to customers and get a feedback on support quality afterwards.
== The previous model ==
We were using the simple and usual support model at SmartBots before: each manager had the board in office indicating if manager online or offline. Customer is able to choose the manager and send IM to get any help or assistance.
This model has serious flaws:
1. Managers may be away from computer, so he misses the customer's request.
2. It's hard to determine which managers were actually contacted by the customer.
3. Thus, it's hard to gather the feedback (e.g. ask customer if he is satisfied with the help).
== The new model - using a Second Life bot ==
The new model we've developed and testing now involves a Second Life bot. This bot serves as a dispatcher for the customer:
1. Bot gathers the required information from the customer
2. Once all info is gathered, bot contacts all available support managers and offers them to contact that customer.
3. One of the managers picks up the contact and does the support.
4. Within a period of time bot automatically contacts the customer again and asks to provide a feedback.
We've just started testing the new system, but it definitely increases the quality of the support and makes it prompt and reliable.
== Technical aspects ==
The support routines are written in SBSL (which is in development too) plus involve some server-side programming to store the support cases. The development process makes the support better plus helps testing SBSL.
Everyone is welcome to try and test the new support system. If anyone wants to try using it on another business, please IM or email to Glaznah Gassner.
|log in to reply|
|Dec 30th 2011, 20:47
|Very happy to see this news!|
|Pretty good news! I am happy to hear about this new innovation in technology. In addition, I am very interested in learning more about the SBSL scripting language you used for the Bots. Is the language publicly available for developers? If not, does that add an extra layer of security since people can't view the source code?
I am seriously considering reinvesting in this company for sure. I see a promising future since it is under the integrity of Slcapex!
|log in to reply|