Introduction

A Chatbot, short for chat robot, mimics human conversations. It is an application that lets you talk to digital devices as you would with a real person, using written or spoken language.

Chatbots are a type of Artificial Intelligence (AI) application that uses Natural Language Processing (NLP) to understand and respond to user queries or prompts in a way that understands human conversation.

Did you know that Chatbot are masters of text and voice-based communication? 

They can quickly and efficiently respond to any message or query you pose. So, whether you need help or want to chat, a chatbot is always ready to engage in a lively conversation with you.
 

Chatbot in Vtiger CRM

The Chatbot in Vtiger CRM reads your questions, compares them to the available FAQs in the CRM, and provides an appropriate response. 

A Chatbot is connected to AI through the use of various AI techniques and technologies that enable it to understand, interpret, and respond to user inputs in a conversational manner. 

AI-driven Chatbots utilize NLP to understand and interpret human language. NLP allows the chatbot to process and analyze text inputs, extract meaningful information, and generate appropriate responses.

Machine learning algorithms are crucial in training chatbots to improve their performance over time. Machine Learning helps Chatbots learn patterns, understand user preferences, and adapt their responses based on historical interactions.

The chatbot is on the Website screen. When visitors visit your website, they can click the Bot icon at the bottom right corner of the screen.
 

Just type your question in the Chatbot message field and hit send. Our Chatbot will analyze your query and check questions with similar words or phrases for similar ones in our FAQ. It will fetch and display the answer in a jiffy. 

For example, you want to know about Print Templates in Vtiger CRM. You can ask a question to the Chatbot like the following:

• What are Print Templates in Vtiger CRM?
• Tell me about Print templates in Vtiger CRM.
• Explain about Print Templates. 

The word Print Templates is added to the Chatbot Dictionary, which helps the Chatbot to fetch the answers. Based on the user’s query, the words will be added to the Chatbot Dictionary.   

If the word is unavailable in the Chatbot Dictionary, your chat will be transferred to an agent.

The Chatbot is available for the following editions.
 

Feature Availability

Chatbot Dictionary

A Chatbot Dictionary is a collection of words, phrases, and responses that the Chatbot is programmed to use during conversations with you. The dictionary includes synonyms and variations for key terms and phrases to account for the diversity of language you use.

This dictionary is a crucial component of Natural Language Processing (NLP) and helps the chatbot recognize and reply to your inputs promptly. 

Chatbot Training

Chatbots undergo boot camp-like training to learn Natural Language Processing (NLP) to recognize intents, extract information, and generate responses.

In Vtiger CRM, a training session is scheduled for our Chatbot. During this session, our Chatbot will add all FAQs in the FAQ module. You can then go to the Vtiger Settings page, and click Train under Train Chatbot. The Chatbot will undergo a training session, which will take about 20-30 minutes. 

Once the training is completed, the status will appear as Completed along with other details like the Training Scheduled time, Training Start Time, End Time, and Last Modified date and timings. 

By doing so, it can quickly respond to your queries by matching keywords or phrases with relevant articles or FAQs.

Chatbot Modes

The Chatbot Mode Setting is in the Websense> Widget> Chatbot page. The following are the two types of Chatbot modes:

• Local Only
• Local+ GPT 

When you enable Local Only Mode, the bot will provide answers from Frequently Asked Questions(FAQs) and articles.

When you enable Local+GPT, the bot reads two best-matching articles, sends the content to a selected GPT model like Open AI, and gets the answer. When you use Calculus AI(GPT), it consumes tokens for every bot training and bot prediction answer.

Once the tokens are exhausted, you can install booster packs.

Chatbot Basic Information

The Chatbot consists of basic information such as the Chatbot's Availability, Name, Mishit Count, Welcome message, Sorry message, Returning message, etc.

Chatbot Availability

There are three options based on which you can make the Chatbot available:

• Never Show
• Show Always
• Show only when agents are online