The Proximity feature is a capability of the chatbot used whenever it encounters a very difficult or ambiguous message to interpret.
This feature provides the most relevant FAQs to the user in the form of buttons, allowing them to choose the one that best matches their request.
It is used in two situations:
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When a user/guest asks a difficult question, usually containing multiple questions.
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To complement an answer.
See the examples below:
When a user/guest asks a difficult question, usually containing multiple questions.
Several questions were asked and the chatbot is unsure on how to answer to the question - it informs that the answer could not be found and presents alternative topics that may help to obtain answers to the question. It always shows the option "contact our staff", so the question can be forwarded to an agent in the console.
To complement an answer
Our AplysiaGen chatbot generates an answer and, on a plus, presents the most relevant FAQs related to the question asked, in case the user/guest wants to have more information.
Visibility in the console:
Whenever in a conversation, in the console, you see the following message:
“I'm sorry, I couldn't find an answer to what you said, but maybe one of these topics might help.“
the proximity feature was presented to the user/guest, and he/she had the opportunity to choose the topics presented - however, inside of the console, the agent can't see the topics that were presented.
See the example below:
Console view:
User/Guest view:
