Entity Gathering step
Overview
Thanks to Webio's Entity Gathering, your Bot is able to identify and collect a piece of information gathered from an inbound message such as a:
- Phone Number
- Dates
- Person Name
- Numerical Value
- Post Code
- Amount Of Money
The gathered information is then stored in a custom value field against the contact, which can be used at a later stage to perform many operations, from simply collecting customer details to identification and verification procedures (ID&V).
When used with Logical Branches (Equal To) steps, Entity Gathering gives you the opportunity to perform detailed customer's ID&V procedure and check that the new information you gathered from the conversations and stored in selected custom fields (dobresponse and nameresponse in the example below) matches the ones you have uploaded in the system. (Name and Date)
How to configure an Entity Gathering step
To configure an Entity Gathering Step:
Open the Action block and drag a drop on the Bot Building screen an Entity Gathering Step.
Check the boxes corresponding to the Entities you want to identify and collect from the response the customer will returns.
Select multiple Entities if you need. Select the fieldnames where the system will save the Entity values once extracted from the customer's response.
Compose your message. Write your question in such a way that the customer replies with the Entities you need. Hit save.
If you edit an already saved step you will have to save the changes again.
If you leave the system default message, including #entitylist#, this will display, on the outbound message, the names of fields where you want the custom values to be stored. if you are using #entitylist# you may want ensure you pick or create brand new fieldnames that fits your message structure.
Now you have to configure Entity Step success and default (failure) paths.
If the entities you are looking for are detected at the first attempt the Bot will follow the success path you configure.
Don't worry if the customer reply contains multiple Entities and they are not in the right order and format. Entity gathering can detects their presence in the customer message, standardises their format and proceeds to the next step.
If one of the Entities you are looking for is not returned by the customer or if it fails to be picked up, the Entity Gathering Step will try to collect them again.
Use the follow up message switch to compose a different follow up message to display in case Entities are not picked at the first attempt. Remember to save if you are editing an already saved step.
If one or all the Entities cannot be gathered, the Bot will move to default path. (In the example below the Bot is moving to a second Entity Gathering Step to try to re-collect the entities that were missing at first. If it fails again the Bot will pass the conversation to a live agent.)
The main configuration of your Entity step is now complete. Keep building your Bot, or if you're done, don't forget to save your configuration.
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