When you switch on this toggle, your bot will make small talk with your customers, offering them a more humanized bot experience instead of straightforward question-answer interactions. Small Talk can make your bots sound friendlier and human.
- You can access these settings by navigating to your bot > Natural Language > Configure > Natural language settings.
- Toggle on Enable natural language detection and Small Talk, and the bot will start identifying the customer's intent based on how they ask their questions or "utter their query".
Using the natural language processing model, the bot will look for answers across all FAQs, Q&As, mapped flows, and Small Talk. The bot will then direct the customer to the result that closely matches the intent of the customer's questions.
Freshchat bots can identify utterances from your customers and segregate them into specific customer intent categories. Each of these categories is assigned to a specific set of bot actions. Here are a few examples:
|Intent category||Corresponding bot action|
The bot creates a ticket in your connected ticketing system. Learn how to integrate with Freshdesk Support Desk.
Answers and FAQs
Using the natural language processing model, the bot will look for answers across all your FAQs, Q&As, and mapped flows. Learn more about these features here.
The bot waits for the customer to come back with a response.
The bot repeats the information from the last dialog or API response shared with the customer.
The bot asks for a response, preferably phrased differently to process it better.
The bot can understand if the customer is happy or unhappy with the responses it offers with Small Talk.
The bot can accept positive and negative confirmation from the customer when it asks questions.
The bot can identify when the customer is apologizing and respond accordingly.
The bot can identify messages that are greetings and respond similarly.
The bot acknowledges when the customer has been waiting and thanks them for their patience
Note: Remember that these settings apply to each bot; this setting does not apply at an account level.
Bots from Freshchat can Small Talk in the following languages: