Building your first workflow is both simple and straightforward! You can easily create and customize your AI agent without any coding required. Before we dive into the step-by-step guide, let’s first establish a foundational understanding of what a workflow builder is and its crucial role in streamlining the customer support automation process.
Workflow Builder and Workflow
Workflow Builder is a powerful tool within your Forethought dashboard, designed to create workflows that intelligently detect customer intent and respond to their inquiries based on the information in your connected knowledge base.
Workflow or Intent is built around customer interactions. For example, if your agents frequently receive questions about how to reset passwords, you can create a workflow specifically addressing this customer intent. With this workflow, your customers will receive instant responses and support, leading to increased satisfaction. Also, it will significantly reduce your agents' workload.
Access Workflow Builder
To access Workflow Builder, log in to your Forethought dashboard > Solve > Workflow Builder. The link to this dashboard will be provided by your Customer Success Manager.
Create a Workflow
- Click + Create New on the right side of the dashboard.
- Select Intent.
- Enter a display name for the intent or workflow.
- Optional: To enhance the accuracy of predicted responses, provide additional information about the customer’s action or query.
- Add a minimum of two training phrases to make an active intent. Adding more than two training phrases can improve the prediction of user intent, resulting in more accurate and relevant responses. You can also delete training phrases by clicking the trash bin icon on the right.
- Once you are satisfied with the training phrases, click Add intent.
- After adding the intent, you will see the Business Logic components on the right pane of your dashboard. You can further customize your workflow by dragging and dropping these components to the left to add them to your workflow. For more information on Business Logic components, see How to Leverage Your Workflow by Using Business Logic Components.
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Type a message as a response to the user when they interact with your widget. Use the mini toolbar to format your text, such as bolding, italicizing, and underlining. You can also add emojis for more fun and variety.
- Click the check button on the mini toolbar to save your message. You can also add more responses below or delete any created responses.
- Before publishing your intent, click Preview Intent in the upper right corner of your dashboard to ensure it’s working properly.
- Put yourself in your customer’s shoes and ask a question relevant to the workflow or intent you created, ensuring that the chatbot responds appropriately. For example, if our workflow is about “Missing / Wrong articles referenced”, we’ll ask the chatbot about it.
- Voila! The chatbot responds immediately with the response created earlier.
- If you’re ready to publish your workflow, click Close in the upper right corner of the dashboard.
- Finally, click Publish located in the top right corner of the dashboard to make your workflow accessible for customer interaction.