An FAQ block is a block in your recipe that is dedicated to fielding questions from your customers. While you could always trigger your FAQ database using blocks like questions and sliders, they are limited in their capabilities.
Verloop.io’s dedicated FAQ block, allows you to have the digital equivalent of a full-time virtual customer support representative, powered by Artificial Intelligence. In this article, we’re going to discuss the features of the FAQ block that you use to augment your bot.
To use the FAQ block in your recipe, simply click the button titled “FAQ”.
Message
When the FAQ block is triggered, your customers are sent a message to inform them that the bot is fielding their questions, and are given a button for when they’re finished.
You can also customize the button you want to show to users when they don’t have any more questions to ask.
- Click on the No more question button
- Fill in the details for
- Button Text: Type the text to be displayed within the button
- Triggers: Trigger this button when the user says something matching with keywords. You can add multiple phrases/keywords.
- Click on the Save button
FAQ Categories
You can have different FAQ databases for different recipes. To select a specific FAQ database for a specific recipe, you can choose FAQ categories to look for a response.
Advanced Options
Richard Thaler won the Nobel Prize for Economics for his work with Nudge Theory, which is an economic principle that talks about how customers can be incentivized to certain behaviors.
Now, if you’d like to pre-emptively answer your customers’ questions or provide them with the prompt, you can add “FAQ suggestions”.
This allows you to be more readily available to your customers, especially if you can show answers to some of your most asked questions. Additionally, you can change the message your customers receive before suggesting questions to them.
If the bot cannot understand the phrasing of a question that a person asks, using machine learning it will identify keywords in the customers’ question and automatically suggest the closest alternatives.
The bot will keep at this task of fielding questions until it has determined that the customer is satisfied; i.e. till the customer hits the button that says, “no more questions”.
