To understand the working of a chatbot API even better, let us consider the scenario of a fictional bank called AG Bank by using Freshchat’s web widget.ġ. Then by using NLG (Natural Language Generation), the chatbot composes a response If the user requires any data, then the API is triggered to access the data from the required data sourceĥ. The bot processes that question using NLU (Natural Language Understanding)ģ. A simple chatbot API flow looks like this:Ģ. However, with the help of a bot API, you can deploy internal bots to fetch that information for your agents-and help them with crucial data while they attend to user queries.Ī bot API is a medium that requests data access from the database of any other software and delivers it back to your chatbot. This causes delays in agent response and degrades the overall customer experience. Who knows better than a customer support agent that gathering customer information while attending to them isn’t a simple task? Usually, it takes a lot of time for agents to find the right information and proceed with the conversation. Hence, APIs are critical when you want to build automated chatbot flows and have smarter customer interactions. The bigger and richer the data corpus on which to train the bots, the better the quality of training and, consequently, the better the customer conversations. With the help of APIs, you can get this humongous data for your chatbots from your CRM, HRMS, ERP, or helpdesk software and also use that data to train the bots on different types of conversations. 2. Helps build smarter chatbotsīots process tons of data with each new interaction they have with users. With the help of this API, you'll be able to connect not only the bot but also your entire customer support software with your existing data, so that the right information can be shared with your leads during a chatbot conversation. Seemless customer experienceĪ chatbot API allows your data to flow smoothly between your CRM, helpdesk, or any other database within your company. You can even send along a bit of event metadata like the Drift inbox ID and conversation ID, so it’s easy to find the Drift conversation at the URL: ) ĭriftEvents.Benefits of chatbot API 1. With Google Tag Manager, you can send these events to an analytics tool like Google Analytics. While I’ve seen the Drift team steadily working on bot flow analytics, I’ll be honest I wouldn’t mind a lot more access to the data that is collected through the bot interactions.ĭrift’s Javascript API provides a pretty comprehensive list of chat events to “listen” for (meaning you can trigger Javascript code when a chat event, like a “chat started” happens). On top of that, it is easy to iterate and optimize quickly thanks to the amount of qualitative and quantitative feedback that the chats offer. Building chatbots is a mix of analytical thinking, user experience design, and creativity. This makes it a really fun marketing technology. What I found especially impressive is how Drift has opened up the tech side of their platform. From Hubspot to Whisbi, each has their own take on it. The market for website chatbots is growing steadily and with it, there have been a lot of entrants since Intercom lead the way.
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