Allow Chat Bots like scripting to help chats not require humans.
Idea shared by Jeremy Wesley - 6/8/2023 at 11:21 AM
Under Consideration
I would like to build some ChatBot logic in to the chat area of the app..
Most of the elementary logic I have seen is look for key words, then ask if they are asking about X which matches to the key words, then if they say yes, then ask them for Y, which could be account number, email, or something else.. This helps get the intro chat BS out of the way so that when the agent gets to the chat, the user has already provided a pretty good idea of what they are wanting, and the agent can move quickly..

Next level would be API integration where if they provided an invoice number, the external API would be called and could use that data about the invoice to say its still open or paid. etc.. just an example..

I get that this might be a lot to add to SmarterTrack, but its not impossible to write something external to accomplish this. If its not on your road map, can we get the chat API expanded to fill the gaps that might be missing to let and external Chatbot accomplish this?

Zoho has a chat product that does this..its not AI, its a script that the program follows to ask questions and then take actions against APIs to get things done with out evolving support staff... IE. send the user a reset password request... ( because the user couldn't figure out how forgot password button works..)

At a minimum, if we could interact with the Chat API better, we could build external Chat scripts that could do the heavy lifting. these could be written in power shell or .net apps. 

If you like this Idea, Lets Vote this up
Thanks for your support


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Zach Sylvester Replied
Employee Post
Hey Jeremy, 

Thanks for creating his feature request. This has been sent to upper management for evaluation! Have a great rest of your day and thank you for helping make our products better!

Zach Sylvester System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com

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