Automating Complex Customer Support Interactions with LiveHelpNow Chatbot

LiveHelpNow Chatbot(Hue) is already equipped to resolve general customer inquiries by using your account canned responses, knowledge base, corporate website or previous customer interactions as its sources. 

But what about more complex, account specific inquiries such as order lookup, refunds, account changes, balance inquiries, product recommendations, schedules, etc.?

Introducing LiveHelpNow Hue-Plus

LiveHelpNow Hue now has the capability to access external APIs in order to achieve the interoperability necessary to provide help on specific account inquiries.

This new functionality allows LiveHelpNow Hue to seamlessly integrate with various external systems and databases, enabling a more efficient and effective customer service experience and potential of automating 100% of customer support inquiries. By tapping into external APIs, LiveHelpNow Hue can retrieve and display relevant account information in real-time, making it easier for support agents to assist customers with their queries.

Whether it's retrieving account balances, transaction histories, or other account-related details, LiveHelpNow Hue can now access the necessary data from external APIs with ease. This level of interoperability ensures that customers receive accurate and timely assistance, ultimately leading to higher customer satisfaction and retention rates.

Setup steps

To ensure proper setup of API access for Hue-Plus to function, it is recommended to schedule a call with our technical staff They will guide you through the necessary steps and provide assistance as needed. You can reach out to us via email at help@livehelpnow.com or chat with us on our website to coordinate a technical meeting. We are here to help make the process as smooth as possible.

1. We need to configure API connector. We support all forms of authentication, from basic access authentication to advanced OAuth.
2. We will configure chatbot to work with your APIs in the specific to your use-case way.

In the example provided, a straightforward order status lookup API call is demonstrated. When a customer submits a request for order status information, Hue executes the API call and retrieves the relevant data. This data is then sent back to the customer in an easily understandable English format.

Hue is more than just a simple lookup and display bot. It has the ability to read the output of API calls and execute conditional actions based on the retrieved information. For instance, when making an API call to check the account status, the response can be "cancelled," "standard," or "enterprise." Hue can be easily programmed to take different paths and perform specific actions depending on the result returned by the API.

LiveHelpNow Hue-Plus use cases

Customer Service
Automated Customer Support: Automatically answer customer inquiries using LiveHelpNow Hue, retrieving order statuses, tracking information, or billing details directly from your APIs.

Sales and Marketing
Lead Qualification: Use LiveHelpNow Hue to interact with potential customers, gather initial information, and qualify leads based on criteria retrieved from your sales databases.

Human Resources
Employee Onboarding: Automate parts of the onboarding process by providing new hires with information about policies, procedures, and answering FAQs.
Leave Requests and Management: Allow employees to request time off through the chatbot, with the system checking available leave balance and submitting requests automatically.

IT and Technical Support
Issue Resolution: Assist users in resolving common IT issues, such as password resets or software troubleshooting, by interfacing with your ITSM (IT Service Management) tools.
Resource Provisioning: Automate the setup of new work environments, software installations, or access permissions based on specific employee requests or IT policies.

Operations
Inventory Management: Allow for real-time inventory checks and updates through conversations, including placing orders for low-stock items automatically.
Facility Management: Enable reporting and resolution of facility issues like maintenance requests or room booking through a conversational interface.

Schedule discovery call with a LiveHelpNow wiz

You can reach out to us via email at help@livehelpnow.com or chat with us on our website to coordinate a technical meeting. We are here to start working on your Hue-Plus implementation immediately.