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Comm100 Support > Bot > Chatbot
Introduction to Concierge Bot

A concierge bot is an artificial intelligence (AI)-based conversational interface where your visitors are correctly routed against the inquiries before a human agent is needed. As a result, you can engage with your visitors round the clock without keeping a 24-hour service agent. You can deliver faster and more personal support at scale.

A concierge bot is built upon the NLP-based chatbot. You then utilize the chatbot to set up appropriate flows via configuring specific actions in the Event Messages, such as Message when a visitor starts a chat.

With a concierge bot in place, you can quickly route visitors to appropriate agents, departments, or other bots without manually filling in information or creating triggers or routing rules.

For example, the following template is designed for higher education users. At the start of the chat, the chatbot allows a visitor to route to any department (such as Admission Office, College of Engineering, College of Science, Service Desk, Housing, and Others). And if no agent is online, it further assists in taking contact details and inquiries from the visitor.
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A typical concierge bot template includes the following set of predefined actions connected to cater to your business needs. The following action sets are:

  • Send Content - This includes actions like, Send a message and Send quick reply options. The action allows you to provide or change the verbiage of the input message and input options accordingly to your business need.
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  • Flow Operations - This includes actions like Transfer chat. The action allows you to connect each chat by agent, department, chatbot, or routing rules.
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  • Collect Info - This includes actions like, Collect name, Collect email, Collect comment, and so forth. If no agent is available, this action allows you to collect your visitor's contact details and share them with your agent to respond later.
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Finally, the goal of the concierge chatbot is to replace the existing bot builder template created when you make a new NLP-based chatbot in your environment so that visitors can quickly update and create their bot.