Building Conversation


What are conversations?


Conversation is defined as an interactive communication between human beings. AmplifyReach Bot Studio provides a conversation builder that will help the system to engage in a human like dialogue with your customers. Conversation is a easy to use workflow creation tool which helps you to build different workflows for different intents & actions that user might want to perform.

AmplifyReach Bot Studio offers you to create a single or multiple conversation that can be merged into one to give a seamless interaction experience to your users. You can also create a single conversation for each intent and then during deployment you can merge all those conversation into a single chat channel to give a one experience to your end user for all your products, services and offerings.

Create conversation


To create a new Conversation click on Bot Studio -> My Conversations -> Create New Conversation

Designing a conversation


It is advised to create a transcript of the conversation to be built. It will facilitate to create effective conversation nodes and ensure we have all the information needed to build a conversation.

Example Transcript


Customer Objective - Customer is looking for an investment
Variables - Total Monthly Income, Total Monthly Expenses, Total Assets, Total Liabilities, Personal Insurance Cover, General Insurance Cover, Number of dependents.

Use case details


Recommend Insurance products to customer based on the various finance, wealth related parameters provided by customer.

robot
Hello! Welcome to AmplifyReach Insurance chat customer service. How may I help you today?
16:53:09
I am looking for investment
16:53:10
robot
Sure! Bharat Insurance has a range of products to suit your Insurance needs. We can tailor your insurance package to match your requirements.
16:53:11
robot
Please help me with personal information What is your first name?
16:53:12
My name is Raj
16:53:13
robot
What is your last or family name?
16:53:14
Sharma
16:53:15
robot
What is your Date of Birth?
16:53:16
31/08/1988
16:53:17
robot
What is your Marital Status?
16:53:18
Single
16:53:19
robot
Do you smoke?
16:53:20
No
16:53:21
robot
Do you have private health cover?
16:53:22
Yes
16:53:23
robot
Thank you for providing personal information. Please help me with your financial information What is your Total monthly income? (salary, rental income, dividends, etc). Please give amount in INR.
16:53:24
My monthly income is 1.2lac
16:53:25
robot
Number of Dependents
16:53:26
2
16:53:27
robot
What is your Total monthly expenses? (Household, Food, Clothing, etc). Please give amount in INR.
16:53:28
its approx 25k
16:53:29
robot
What are your Total assets? (Home, Car, Boat, etc). Please give amount in INR.
16:53:30
approx 1cr
16:53:31
robot
What are your Total liabilities? (Loan balances, Credit Card limits, etc). Please give amount in INR.
16:53:32
10lac
16:53:33
robot
Please help me with information about Wealth Products Amount for Personal Insurance Cover (Life, Income Protection, etc). Please give amount in INR
16:53:34
2345000
16:53:35
robot
Amount for General Insurance Cover (Home, Contents, Car etc.). Please give amount in INR
16:53:36
1lac
16:53:37
robot
Please wait while I fetch recommended product details <API Integration to fetch and validate details for the backend server>
16:53:38
robot
Here are recommended products and services based on your individual input:
Life Insurance (Rs.1000000) - Rs. 63.80/month
Total and Permanent Disability Insurance (Rs. 1000000) - Rs. 21.27 /month
Critical Illness Insurance (Rs.1000000) - Rs. 127.60 /month
Income Protection Insurance (Rs.1080000) - Rs. 360.29/month
16:53:39
robot
Kindly Select the appropriate product from the list
  • Life Insurance
  • Total and Permanent Disability Insurance
  • Critical Illness Insurance
  • Income Protection Insurance

16:53:40
Life Insurance, Critical Illness Insurance, Income Protection Insurance
16:53:41
robot
Kindly Select Payment method


16:53:42
Paytm Wallet
16:53:43
robot
Please enter your registered mobile number for Paytm
16:53:44
my patym number is 8087358527
16:53:45
robot
Please enter OTP to complete transaction
16:53:46
OTP is 0000
16:53:47
robot
Your OTP is validated successfully. Thank you for Purchasing policy with Bharat Insurance. Please find the soft copy attachment at //samplelink.com/soft/copy
16:53:48
robot
Thank you for visiting AmplifyReach Insurance chat customer service. Please feel free to contact us anytime and we will be right here to assist you.
16:53:49

The above transcript would now give you a basic idea on the flow of the conversation. This would also give you an idea on which type of conversation nodes that you would like to consume for creating this flow.

Example:


User Say's: I am looking for car insurance.
This can be managed by the Intent conversation node.

Collecting information like RTO location or Brand or make of the car would be Input parameter node where you would store the required information for processing the request.

Multiple Conversations


Typically a company would have multiple offerings / products. Each offering may have complex workflows to reach completion. AmplifyReach provides a way during deployment to combine different workflows. This allows the ability to independently develop all different workflows under different conversation and combine them as one solution during deployment. So ideally you should create different conversation for each offering making it easier to maintain each conversation.

Example:
Let's say you have different offerings like Purchase/Renew Life insurance purchase, Life insurance soft copy, Purchase/Renew Car Insurance, Purchase/Renew two wheeler insurance and motor insurance softcopy (for both car and two wheeler). In this case you can create a single conversation for handling all of these request.