Configuring a chatbot with web messaging

This demonstration shows you how to configure a chatbot that lets customers make a payment through web messaging.

U+ Bank, a retail bank, wants to enable customers to pay their bills through a digital messaging channel. A chatbot can handle this routine request, allowing customer service representatives to focus on more complex issues. If a customer needs further assistance, the chatbot session can be transferred to a customer service representative.

To implement the business requirement, click Case Types, and then open the Make Payment case type.  

On the WORKFLOW tab, on the Initiate stage, click the More icon to create a parallel process for the Make Payment case type.

Click Add create process, and then select Digital Messaging. A parallel process for digital messaging is added to the workflow. The case can now run the chatbot conversation alongside the main flow. 

Next, open the parallel process and build the chatbot conversation by adding conversation shapes, such as Send a message, Ask a question, and Conversation flow.

To build the conversation, click the Edit icon on the parallel process in the case life cycle.

On the flow, click the Add icon to expand the Digital Messaging step. 

To add an Ask a question shape to the canvas, right-click the canvas, and then select Add > Conversation > Ask a question. Each question shape prompts the customer to provide the information that is necessary to make a payment.

Now, configure the view for the question. In the Question type list, you can choose the appropriate question type to build the conversation. The available question types are Open ended, Buttons, Quick replies, and Yes or No.

In this case, select Open ended because the customer can type any value. In the Message text field, enter: Hi! To proceed with your payment, can you please provide your account number or customer ID?

Click Submit, and then connect the question to the flow from the start of the Digital Messaging step to the question.

Now, add the rest of the conversation. For the second question, use the Buttons type and ask: Which type of payment method would you like to use?. Add three buttons: Credit Card, Debit Card, and UPI. Buttons keep the answer simple and prevent typing mistakes.

The third question is Open ended again: How much is the total amount you would like to pay today?

The fourth question uses the Yes or No type: Do you want to set up automatic payments for future transactions?. The customer chooses between Yes and No.

The Yes or No question has two outcomes, so add two Send message shapes. On the Yes path, enter: You are now enrolled in automatic bill pay. The payment has been made successfully. You should receive an email confirmation shortly with the details of the transaction. On the No path, enter: Thank you for the information! The payment has been made successfully. You should receive an email confirmation shortly with the details of the transaction.

Save the case type and return to the parallel flow, which has the name Initiate_BotAgent.

When the conversation ends, the case must move forward. Right-click the canvas, and then select Add > Automations > Change to a stage. In the Stage list, select Payment confirmation. Connect the Digital Messaging step to Change to a stage, and then end the process.

Save the changes. Click Stages and steps to return to the case life cycle, and then click Save.

The chatbot process must run only for the digital messaging channel. Open the App Explorer and search for the Edu-CSFSApp-Work-Service class. Expand MakePayment, then Decision, then When, and open Initiate_Is_BotAgent. Check out the rule. In the Set conditions section, set the condition to Active channel is equal to cxDigitalMessaging, and then check in the rule. Now, connect the case to the channel.

In Infinity Studio, click Channels, search for Retail bank, and open the Retail bank digital messaging channel. On the CONFIGURATION tab, in the Content section, click Add case type.

For the RESPONSE, select the Make payment case type, and in the Create case command field, enter Make payment. This is the exact phrase that the customer types to start the case. Click Submit, and then click Save.

Now, it is time to test the chatbot. Log in to the U+ Bank portal as Sara, and then click the Chat icon to start a conversation with the chatbot. In the chat area, type Make payment, which is the exact phrase you entered in the Create case command field.

The chatbot walks the customer through the questions to gather the required information. The chatbot asks for the account number or customer ID, then the payment method, the amount, and the automatic payment question. The chatbot confirms the payment, and the case moves to the Payment confirmation stage. 

You have reached the end of this demo. What did it show you?

• How to configure a chatbot that lets customers make a payment through web messaging.