Active: Bots Quiz

Question 1 of 7

Are you using bots to
serve your customers? ?A bot (also known as a chatbot, talkbot, chatterbot, Bot, IM bot, interactive agent, or Artificial Conversational Entity) is a computer program which conducts a conversation via auditory or textual methods.

Question 2 of 7

Does your bot understand
natural language? ?Natural language is broadly defined as the understanding and usage of natural language, like speech and text, by software. It is the ability to understand and respond to unscripted, human conversations.

Question 3 of 7

Can your bot respond to
unscripted questions? ?Humans don’t always ask questions in a logical flow. Unscripted questions refers to the ability of a bot to respond to what the customer is asking not a predetermined script.

Question 4 of 7

Can your bot escalate to
a human associate? ?Bots are able to learn quickly but sometimes a customer may need something that a bot has not encountered before. Escalation refers to the ability to get help from a human immediately as needed without breaking the flow for the customer.

Question 5 of 7

Can your bot understand
customer
sentiment and
respond accordingly? ?The emotion in how a customer is speaking is often more important than what they are saying. Customer sentiment refers to the ability to understand the tone of voice or emotion of a customer and respond accordingly.

Question 6 of 7

Is your bot integrated with your
key
systems – knowledge management, CRM? ?Integration of bots into key systems like a CRM or knowledge management database gives them access to information to proactively service customers.

Question 7 of 7

Can your bot disposition a case
in your CRM System? ?Human associates spend significant time after interactions updating systems with data about the outcome of the conversation. Bots that can take on this work free up associates for more complicated activities.