AI FAQ Chatbot
For a time, the IT team was getting overwhelmed with the amount of tickets being submitted. However, we soon realized that many of the tickets were repetitive, often involving the same questions and troubleshooting requests. To avoid redundancy and reduce the workload, I developed an AI chatbot using Botpress Studio to automate IT support for vendors. The chatbot handles frequently asked questions, simple troubleshooting steps, and ticket management, improving support efficiency.
Botpress Studio Interface
This is the Botpress Studio interface where I created the AI chatbot. Although the diagram seems overwhelming, the process of making an automated chatbot was very simple. The construction of the diagram is similar to that of a simple circuit with nodes in physics. Each card has a number of nodes (a.k.a. questions) and each node leads to a different card. In other words, the chatbot will cater it's answer depending on what the vendor is asking.
Botpress Studio gives the creator multiple options on how they would want the chatbot to respond.
In the second picture, you are given options on how you would like the chatbot to message the vendor and the third picture, shows what type of question you would like the chatbot to ask.
The goal was to make the chatbot as simple and efficient as possible. As a result, the chatbot I created mainly used the text option to politely send a message to the vendor, then asks a multiple choice question to see which category their question falls into. Unfortunately during the construction of the chatbot, I underestimated the amount of frequently asked questions, making edits on the diagram overwhelming. (This can be seen in the fourth picture)
Conversation Flow Design
To avoid having the diagram seem overwhelming, Botpress Studio gives the option to have seperate workflows within your main diagram. Workflows in Botpress Studio are essentially diagrams that you can cater for a specific topic. Referring to the first picture, you can see that this chatbot has over 10 different workflows, with each workflow having their own diagram of logic.
The process of creating a seperate workflow is similar to that of the main diagram, however the only difference is that once the construction of a workflow is finished, it can be immediately integrated to the main diagram. For example, you can see how simliar the workflows are in the second and third picture in comparison to the main diagram. Furthermore, in the last picture you can see how the main diagram becomes more digestible and easier to edit. This doesn't change how the chatbot will respond to the vendor, the main purpose of using workflows is to make it easier on the person creating the chatbot and have the diagrams more eligible.
Knowledge Base and Integration
The knowledge base setup is an essential part of the chatbot's functionality. Botpress Studio gives the creator the option to import knowledge bases into their chatbots, allowing the chatbot to give accurate context-specific information.
Importing knowledge bases to the chatbot was simple, all that was needed was to drag the knowledge base file into the Botpress Studio page. Once all necessary files have been imported, all that is needed is to place it in a card in the main diagram which can be seen in the second picture.
Once all the necessary knowledge base files are imported into the chatbot, the construction of the chatbot is complete. To integrate the chatbot into a website, Botpress Studio gives a HTML code strip that can be seen in the second picture. The integration works by taking the HTML code given and plugging it in the target website's HTML file. Once that is done you should be able to see the chatbot on the bottom right corner of your website and this can be seen in the demo below.