How to Utilise Our AI Support Bots and Agent Chat for Help and Support
Introduction
Welcome to our AI Support Bot and Agent Chat Guide! Our AI support bots are here to assist you with any questions or issues you may have, or to provide you with steps or how-to guides about the products. This guide will walk you through how to effectively use our bots to get the help you need, and how to connect with an agent.
Tip: Please utilise our call centre support line for any emergencies: 1300 730 300
In this article
Getting Started: Accessing the AI Support Bot
The chat bot can be accessed by logging into the respective product back office or control panel and clicking on the chat widget in the bottom right-hand corner.
User Identification
The bot will automatically identify the logged-in user by referencing our contact database. If for some reason we can’t identify the logged-in user, we will ask you to provide your details so we can log a ticket and get back to you ASAP.
We will also update our records so the next time you use the bots or chat feature, we can identify you successfully.
Using the AI Support Bot
- Choose the Product
- Once the user is identified, you will have the opportunity to select the product you need assistance with, choose the relevant product and start by asking a question once it initiates.
- Asking Questions: be clear and concise with your questions to get the most accurate responses, for example: “How do I reset my password?” instead of “I can’t log in.”
Navigating Through Options
The bot may provide you with multiple options or ask follow-up questions to better understand your issue. Select the option that best matches your query by clicking on the provided buttons or typing your choice.
Getting Detailed Help
For more complex issues, the bot can guide you step-by-step through troubleshooting processes. Follow the instructions provided by the bot carefully or ask to speak to a human agent at any time.
Providing Feedback: Why Your Feedback Matters
Your feedback helps us improve our AI support bots and the overall support experience.
How to Provide Feedback
During the interaction there are thumb icons (thumbs-up / thumbs-down) to rate the specific responses. We review all of these to ensure that we make the experience better by updating our knowledge where needed.
At the end of your interaction, the bot will prompt you to rate your experience, of if you were supported by an agent, there will be an opportunity to rate the experience and leave comments at the end.
Contacting Support for Further Assistance
If the bot is unable to resolve your issue, you can request to be connected to a human support agent.
The bot will guide you on how to escalate your issue to our support team.
Tips for Effective Use
- Be Specific: The more specific you are with your questions, the better the bot can assist you.
- Use Keywords: Use relevant keywords related to your issue to help the bot understand your query.
- Stay Patient: The bot may take a moment to process your request and provide the best possible answer.
Conclusion
We hope this guide helps you make the most out of our AI support bots. Your satisfaction is our priority, and we are constantly working to improve our services based on your feedback so please provide it when necessary.