In a one-on-one setting, anything the user says is directed at the chatbot and therefore must be responded to. Integrating a chatbot into a community forum In this article, we discuss the strategies we’ve found for implementing bots in community settings where the number of topics and the size of individual topics are constantly expanding. This gives those asking questions immediate answers - and lets the community members who are most likely to respond with the ability to focus on other aspects of their jobs. Today, our bot responds to FAQs in over 150 internal Capital One Slack channels.
Within these channels, many of the same questions get asked repeatedly, and responding to them takes valuable time. Within each channel, users post about the channel’s designated topic.
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Capital One’s internal Slack has hundreds of channels dedicated to topics ranging from deploying software to corporate travel. But to assist more users, we expanded the bot’s reach to our most-used support forum: - Slack. The bot originally existed solely as a direct message experience and covered two topics. The Capital One team built a chatbot to answer associates’ questions about internal tools and processes. This value can also be brought to community forums to address queries that span a wide array of constantly expanding topics.
Single-topic direct-message chatbots bring incredible value through time saved for users and companies.
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For example, the COVID-19 bot helps identify COVID symptoms, and it does not know how to answer questions outside the topic of COVID-19 such as “where to buy a bicycle?” We are constantly working to expand Eno capabilities to more of our customers.We typically interact with chatbots in a direct message setting where the bot helps us accomplish a limited set of highly specific tasks about one particular subject matter (or topic). Some or all Eno features may not be available to all Capital One customers, depending on the types of accounts held. In case of errors or questions about your electronic fund transfers or bill payments, call us at 1-88 or write to Capital One, P.O. Web access is needed to bank online or in the Mobile app.Įno is not a channel for disputes or errors. For terms and privacy information, click here. Texting with Eno means you agree to chat about your account over SMS and receive recurring messages. Push, email, and SMS notifications must be enabled to be received. Some product ratings and reviews may be obtained from customers using prior releases of the product displayed above.
Reviews are submitted by Capital One customers. Capital One customers are responsible for regularly checking their account statements. Eno is learning all the time and may not catch everything, including some spending activity.
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