Success Story: Chatbot To Automate Processes

Challenge

The objective of this project was to develop a chatbot solution based on AI algorithms to automate sales processes that took a lot of time, to optimize the creation of business opportunities.

Our Solutions

A team of experienced Rootstack developers worked on a chatbot solution and its integrations with the ERP to automate the processes of collecting, storing and updating information from leads and customers.

Chatbots are powerful tools for gathering valuable information to nurture databases. Properly programmed, with specific questions that determine where the customer is in the funnel, it can be of great help to qualify leads by leaving part of the nurturing process in their hands.

The Message Bird platform was used to configure a behavioral stream of responses that the bot receives and sends. Middleware was also programmed using AWS Lambda through which Message Bird connects with the ERP. This middleware, or rest API, allows consulting the data in the ERP and creating records, and communicates Massage Bird and the ERP, receiving and sending responses from one to the other according to previously configured flows.

The chatbot captures the email of the user who is chatting, checks if it is associated with an account in the ERP and if it is, according to the score of the account and where it is in the sales funnel, it can create a ticket, a business opportunity or refer the conversation to a human agent, showing all the information registered about that account.

Supported integrations:

• Whatsapp
• Telegram
• Line
• WeChat
• Instagram
• Facebook
• Messenger
• SMS Emails
• Embedded as a widget in web pages

With the implementation of this chatbot, we were able to improve the quality of leads and automate the information gathering system integrated with the ERP.