Smart Standby: How our bot knows when to shut up

April 16, 2018

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Our latest ‘Gamma Chatauri’ release introduces a feature which makes chatpointment’s chatbot work in conjunction with manual messaging. Businesses corresponding with their customers personally on Messenger can now automate their booking conversations, without handing off their messaging to a chatbot, only.

When to respond, when to keep silent

Our ‘Smart Standby’ feature enables chatpointment’s chatbot to know when to respond to a booking request and when to keep silent. Thus, clients can keep communicating with a business on Messenger and have their requests answered in person, without a chatbot unwantedly interfering in the exchange.

chatpointment operating in ‘Smart Standby’ means, that upon receipt of a message that is not clearly identifiable as a reservation request, the chatbot will acknowledge the receipt of the message and follow-up with an offer to book an appointment. Received messages identified as reservation requests will of course immediately start a booking conversation and bypass the offer to book an appointment. If such an offer is accepted, the chatbot will proceed to engage the user in a booking conversation.

Standby mode

Otherwise, the chatbot will sign-off into standby mode and let the user send messages intended to be answered in person. Any messages that a page sends in response will of course not cause a reaction from the bot. Furthermore, in case a client immediately responds to a page’s message, the bot will not interfere and remain silent, too, as obviously a live conversation between a customer and the business is taking place.

Only after a certain cool-off time in which no further messages are sent, the chatbot will assume that the exchange has ended and resume to respond to incoming messages as described above.

Parts of a booking conversation in which ‘Smart Standby’ plays a role.

On the left, the start of a new conversation and the declined offer to book an appointment is shown. The middle shows the bot acknowledging a message that is not meant as a reservation request, and the right-most capture shows an incoming reservation request immediately initiating a booking conversation.

‘Smart Standby’ works autonomously

We have designed ‘Smart Standby’ to work autonomously without any need for managing or handling the bots operational modes. When a user silences the bot by declining an offer to book, it will re-activate itself after a short while in order to respond to this user’s messages, again. Also, there is no need to switch the bot into standby mode when a page personally responds to a client’s message, even if a live conversation may ensue.

Thus, ‘Smart Standby’ is a feature ideal for businesses that want to offer automated appointment booking to their clients without losing the ability to correspond with customers on Messenger. Explore this new feature on our public showcases Get Cut Or Try Dyeing Hair Studio Demo and Praxis Biss-Fest Dentist Demo!