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Diversified Reception Scheme

Overall Introduction to Diversified Reception Scheme

# Overall Introduction to Diversified Reception Scheme

——Provide personalized online services for different customers through 「Customer Group: Grouping Rule Management」,「Reception Scheme Setting」,「Visitor Setting」,「Shortcut Menu」,「FAQ」and「Smart Response」functions

# What is diversified reception

"Diversified reception" is an important means to effectively improve the reception efficiency of agents and customer satisfaction to provide personalized online reception methods for different customers. Specific scenarios include:

● Game companies will classify customers into VIP levels. For general registered customers, they prefer to rely on bot reception to solve customer problems, while they mainly improve VIP customers' service experience through agent services;

● Enterprises with online and offline services hope to provide customers with different FAQ cards for different product purchases and order stages of customers, guide them to click on card questions to handle business and solve problems, and reduce the pressure of agent reception;

● Enterprise service companies hope to recommend rich product information through FAQ cards and shortcut menus based on customer purchase history for pre-sales customer inquiries to guide customers to conduct agent purchase inquiries;

● Multi-brand enterprises hope to present different visitor patterns for customer inquiries under different brands, and strengthen their brand image in agent inquiries;

● Push different bot answers to different customer groups to improve bot answer efficiency and accuracy.

The above business scenarios can be summarized as follows: Enterprises hope to provide customers with "diversified reception" services. This service mode is implemented throughout the online service workflow, which not only includes backbone service links such as how bots and agents cooperate with each other, but also is the specific message content displayed at a certain node to visitors.

# Product Idea of Diversified Reception Scheme

What is the solution for the product as we hope to provide customers with diversified reception services? Firstly, what factors determine that customers are different? There are three aspects:

● Different customer personas: Enterprises will classify customers and label different types of customers to establish customer personas and distinguish different user groups;

● Different customer behaviors: During the online inquiries, customers provide different feedback on different functions presented by the visitors. For example, clicking on the Trans-to-Agent button is a customer behavior, so is clicking on the "Dislike" button;

● Different service links of customers: In the customer bot reception link, agent reception link and queuing link, the contents that enterprises hope customers to view and the services provided are also different.

In product planning, we use the above different situations of customers as trigger conditions, and a product scheme is jointly formed combined with execution actions to provide personalized online services for different customers while considering the following aspects:

● Provide a backbone function configuration scheme to guide enterprises to connect the overall service workflow;

● Provide service applications based on the backbone scheme configuration, and continuously enrich service applications in the future. Meanwhile, the schemes are independent;

● The scheme dynamically changes with the changes in trigger conditions during the service process;

● Provide operational feedback data for enterprises to assist enterprises in continuous optimization.

# Composition of Diversified Reception Scheme

The Diversified Reception Scheme is composed of the「Customer Group: Grouping Rule Management」,「Reception Scheme Setting」,「Visitor Setting」,「Shortcut Menu」,「FAQ」and「Smart Response」functions. Continuous extension is possible in the future. The positioning of functions and their relationship are as follows:

# ● Customer Group: Grouping Rule Management

As a trigger condition for the「Reception Scheme Setting」,「Shortcut Menu」,「FAQ」 and「Smart Response」schemes, it helps enterprises define and manage different customer identities based on customer channel sources, customer tags and valid time.

# ● Reception Scheme Setting

Define the core backbone workflow of online services for different customers, including functions such as bot reception, agent-AI service sequence and bot-agent transfer setting.

# ● Visitor Setting

The pages and functions presented after customers from desktop sites, mobile sites and APP channels make an inquiry are quoted by the「Reception Scheme Setting」to display different visitor patterns for different customer groups.

As a service application, it provides a quick function entry above the visitor input box. The reception scheme can be triggered, supplemented and enriched by independent customer grouping rules.

# ● FAQ

As a service application, it displays in a card pattern. The reception scheme can be triggered, supplemented and enriched by independent customer grouping rules.

# ● Smart Response

The bot outputs different answers based on the channel and time of the visitor question.

Serial No.	Function	Menu Path	Instructions
1	Customer Group: Grouping Rule Management	Admin Console > Admin Center > Customer Group > Grouping Rule Management	Customer Group: Grouping Rule Management Guide
2	Reception Scheme Setting	Admin Console > Live Chat Agent > Setting > Reception Scheme Setting	Reception Scheme Setting Guide
3	Visitor Setting	Admin Console > Live Chat Agent > Setting > Visitor Setting	Visitor Setting Guide
4	Shortcut Menu	Admin Console > Live Chat Agent > Service Application > Shortcut Menu	Service Application: Shortcut Menu Guide
5	FAQ	Admin Console > Live Chat Agent > Service Application > FAQ	Service Application: FAQ Guide