Increase your efficiency by integrating RASA Chatbot in Zendesk

A major issue in Customer Service are recurring requests, which could be solved by using a chatbot. It is important to identify situations/use cases, in which the use of a chatbot actually makes sense.

Your Goal

Your goal should be to implement a bot, for example RASA, that can solve common requests autonomously. This will result in a faster response regarding requests and less manual ticket processing by the Customer Service Team.

overview of the rasa integration dataflow communicating with leafworks api
Process flow of the RASA chatbot integration with Zendesk communicating with external backend systems via API

Use cases

Often, we differentiate between the type of requests. A simple request, as well as a complex request.

Simple Request

Example: “Is it possible to pay with Paypal?”. 
These types of requests are predestined to be solved through a Knowledge Base/FAQ.
→ The RASA-Bot automatically suggests suitable articles to the customer.

Complex Request

Example: “When will my order be delivered?”
Complex requests often refer to a specific business task, for example an order, an offer or shipping.
→ In this case it’s necessary for the bot to establish a connection to the required Backend-System (CRM, ERP, Shopsystem, DWH, etc.).

Data flow of a sample usecase for RASA chatbot

Solution

Let’s assume, as an example, a request concerning the shipping status of a specific order. The customer knows the Order-ID or another identification feature like the E-Mail-Address that was used for the purchase.
To ensure that the information of a specific order can be delivered, another confirmation/authentication is required, for example the zip code.
Based on that two pieces of information, an API in the Backend-System is triggered. As a result, the order status and additionally the Tracking-ID can be delivered. By using the Tracking-ID it is possible to request the delivery status from the shipping provider.

What could the first step look like?

  • Identify and evaluate Bot-Use Cases (based on the frequency of a recurring request)
  • Selection of a specific Use Case to implement in RASA
  • Create technical requirements, if a Backend integration is necessary
  • Set up MVP (minimal viable product) for the first Use Case in RASA
  • Live-test 

Your Benefit

  • Faster response times towards the customer (Instant-reply)
    → Increased customer satisfaction
  • Decreased Workload concerning the customer service team
    → Increased agent satisfaction through less manual, repetitive tasks
  • More time for the customer service team for active customer care

About Leafworks

As Zendesk Master Partner we help our clients to optimize their customer serviceContact us on a non-committal basis and find out how we can help you.
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