Troubleshooting: wifi connection, router

Customers with problems with their devices and/or connections are one of the top drivers for telecommunications. Therefore, having a troubleshooting component to any bot will reduce friction by keeping information in the conversation rather than sending the customer to website FAQs or having to speak to an agent.

Troubleshooting Flow

When providing a troubleshooting component within your bot, it’s best practice to get the basic troubleshooting steps completed first. You can do this by providing GIFs or images explaining instructions on how to reboot or perform certain tasks that then may resolve the customer’s problem quickly.

You may also want to check on whether there is an outage in the customer’s area before going through any troubleshooting to set expectations with the customer and provide them with the relevant information. You can do this by using an API call to check the customer’s area code and using text to confirm if there is an outage or not.

If the customer is still experiencing problems, it’s best practice to gain customer authentication or verify the customer details to check whether the problem is caused by any account related changes. Some of these verification methods could include the following:

• First and Last name
• Email Address 
• Telephone number
• + more…

It's also best practice to use custom events to measure resolution x abandonment rate which will give confirmation of real containment within the flow.

Design

This is a typical design for troubleshooting flow within a bot:

Outcomes

By using a troubleshooting flow within your bot, you could see the following metrics:

• Containment rate of up to 4.5%
• Match rates: 80-90%

For more complex customer issues, this usually requires human support.