Proactive Aiding System - Push knowledge

Updated 2 months ago by Joost Rijlaarsdam

Before: Query, Now: Proactive Aiding

Traditionally knowledge base systems will surface content triggered by a user query.

ChatShipper added Proactive Aiding, pushing knowledge or instructions on specific system interactions when it is most relevant.

Video: Proactive Aiding in Messenger App.

Proactive Aiding - Use Cases

Article pushing can be used for communicating instructions or suggesting utterances.

Use case: Communicate company wide info

Example: Pushed on Joining a conversation

Type: Suggested message

Title: Our Bradford branch is closed for maintenance

Our Bradford Branch in closed for maintenance. Sorry for the inconvenience. We will be up and running in a few days.

Other Join-push examples:

  • Tone of voice instructions
  • Service interruptions
  • Company News

Use case: Communicate special offer

Example: Pushed on Category select: Leasing

Type: Suggested message

Title: Interest rate 0% - pushed on leasing category selected

When signing a private lease contract before x, you will profit from 0% interest rate. Please check terms, to see if you qualify.

Use case: Communicate Form conditions

Example: Pushed on Form select: Private Lease Quotation

Type: Instruction

Title: Important: Age-check needed

Age limit for private lease is 75 years, make sure you check your prospects age.Push notifications can be used to suggest message text, but also for instructions.Pushed on Form select

Use case: Instruction on follow up actions

Example: Pushed on Form Submit

Type: Instruction

Title: Send promotion code

Thank you for submitting, don't forget communicate the promotion code: summer2020. Yur client will profit form a 20% discount on their next order

Other Form Submit push articles:

  • Reminder to trigger CSAT bot
  • Book follow up task
  • Suggest additional product / service.

Use case: Tagging Intents and pushing Approaches

Are you using tagging in conversations for reporting or intent registration? Tagging can be combined with pushing articles. For example to recognize (and tag) a Contact's intent and to display a conversational Approach.

Example: Pushed on #Tagging

Type: Instruction

Title: Approach to #open

This is what the card could look like to reflect a Conversational Approach:

  • Where would they like to come by for a visit?
  • >locations for opening times
  • Interested in a specific car? Ask smart questions to clarify the context. Do not overdo this; visitor = seriously interested
  • Not interested in a specific car yet? Ask smart questions to determine demands.
  • Steer conversation towards  showroom visit
  • Lead? Ask for name, address, telephone number, email + mandatory fields

Adding push triggers to articles

To add a push trigger to an article; navigate to: Settings > Knowledge > Select (or add) an article. Set a trigger by selecting an system-event specifying a trigger. Then: Save.

5 types of triggers

ChatShipper supports 5 types of Push triggers.

Option

Trigger

Description

Event

Join / Accept

Article pushed when joining a conversation

Category

Select

Article pushed when a specified category is set

Form

Select

Article pushed on form select

Result

Select

Article pushed on form submit

Tag

Text

Adding a specified #tag, will trigger article push


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