HELP FILE

Bold360 ai setup

Bold360 ai offers customers chatbot-enabled self-service and introduces Smart Advisor, which provides agents with the best possible answers to customer questions during chat. The chatbot handles customer queries and provides a consistent front-line customer care experience. This way, Bold360 ai delivers the best of both chatbots and agents to solve customer issues.

Note: This feature is only available for Bold360 ai subscribers.

With your Bold360 ai subscription you also get access to the Bold360 ai Console, where you can customize your AI-enabled chat window. Here you can also manage the content of the knowledge base that contains help articles that both the chatbot and the Smart Advisor panel show. Bold360 ai is a service that provides a chat window with AI-enabled customer assistance after it is integrated into Bold360. The layout of the chat window and the content of the help articles are controlled by the Bold360 ai Console. For information on working with the ai Console, visit the Bold360 ai support page.

To use Bold360 ai, you must set up a link between Bold360 and Bold360 ai by creating API keys:

  • To use the chatbot, create a Bold360 ai API key, which connects Bold360 ai to Bold360
  • To set up channeling, create a Bold360 API access key. Depending on the number of channeling paths, you may have to create multiple Bold360 API access keys.

If set up correctly, customers receive self-service help from the chatbot and agents can use Smart Advisor to answer customer queries. See Smart Advisor: Chatbot-assisted conversations.

About channeling

When your customers request help from a human agent while interacting with the bot, the chat is escalated to a live agent in your organization. In the Bold360 ai Console, chat escalation is called channeling. You may set up multiple channels to cater for your customers' needs as described on the Bold360 ai support page. For example, you may use different knowledge bases to serve different audiences, in which case you must set up a channel for each knowledge base. With the Bold360 API access key, channel settings are linked to a Bold360 chat window and during channeling these settings are applied.

Whether customers receive help from the bot or chat with a live agent, they see the same chat window. Customers do not experience any change when a chat is seamlessly transferred from the chatbot to a live agent. They continue the conversation in the same window.

Customer's view when Bold360 ai is activated