Channels for different Use Cases

With a channel, an existing chatbot can be deployed on another website domain (with any number of URLs) with separate content, chat widget design and other separate settings.

All channels access the identical chatbot knowledge base, i.e. the topics that the AI chatbot understands using artificial intelligence. Rolling out to websites in other markets using an AI chatbot channel is the right solution, provided that the expected user enquiries do not differ thematically or only differ slightly depending on the market.

Typical use cases:

1. An existing chatbot in another language is created using a channel.

2. The same topics with customised response content on different websites (e.g. newspaper publishers with different regional websites).

1. Add channels
2. Define use case
3. Switch between channels
4. Website integration
5. Teasers
6. Topics
7. Response content
8. Testing
9. Hub accounts

1. Add channels

By default, only one channel in German is created in the chatbot. Additional channels can be added to support multiple languages or to use different playback channels. The following describes how to create a new channel.

1. Open the channel overview via the menu item Bot Settings → Channel Management.

2. Click on New Channel in the top right-hand corner. The New Channel window will then open.
   

3. Fill in the following fields in the dialogue box:

   • Name: Assign a name to the new channel. The name is used for internal orientation and can be changed later.
   • Language: The selection of available channel languages depends on your licence. A complete overview of supported languages can be found in this article.
   • Type: Refers to the playback method for the chatbot conversation. If the moinAI widget is used, select Widget. The alternative playback channel WhatsApp can be activated via the Customer Success Team.
   • Source channel: Select an existing channel as a template. All content will be copied. If a channel in another language is selected, the content will be automatically translated into the language of the new channel. Finally, the content and URLs must be localised. 

4. Clicking on Create adds the new channel and displays it in the channel overview.

After creating a channel, the use case should be defined. The area of application is crucial for the correct classification and processing of incoming chatbot requests. The setup of the area of application is described in the following chapter.

2. Define use case

The use case of the AI chatbot sets the framework. As in a conversation between two people, narrowing down the topic in advance helps to place the queries in the correct context. Defining the purpose of use provides a broader understanding of the incoming queries thanks to this contextual knowledge. A distinction is made between relevant and meaningless queries.

The use case is defined in the menu item Bot Settings → Channel Management → Pencil Icon → Use Case. Click Save to apply the entry.

Important: Ideally, the use case should be specified in English, regardless of the channel language. If you do not know English, an online translation tool can help.

Further examples

• Company markets chatbot as a product: This chatbot is used as a customer service representative on the homepage of moinAI, a SaaS tool for automating customer service. The chatbot assists with enquiries about products, costs and areas of application.
• Company is a platform for property listings: This chatbot is used as a customer service representative on the homepage of the DREAMHOME company. DREAMHOME is a platform where properties can be listed for sale and searched for. The chatbot helps with enquiries about searching, listing, invoices, contracts, cancellations and revocations.
• Company produces and markets food: This chatbot is used as a customer service representative on the homepage of the EATWELL company. EATWELL is a platform where food can be searched for, purchased and ordered. The chatbot helps with enquiries about searching, ingredients, invoices, delivery times and cancellations.

3. Switch between channels

There is no separate moinAI Hub area for a channel. In the topic overview, the corresponding channel can be selected via dropdown on the right. There are corresponding channel filters that can be used to display the statistics, the intents, the widget design and the preview.

4. Website integration

In order to make the additional channel live, it must be integrated with the corresponding code on the corresponding website domain. The respective integration codes can be found in the Hub under Widget & Teaser. There you can also customise the widget design.

5. Teaser

An additional teaser can be created under Teaser Setup. Alternatively, a manual teaser can be generated with the Teaser Generator in the Preview.

6. Topics

The status of a theme can be defined per channel. In the topic view, it is then possible to filter by channel.

7. Response content

All existing content can be transferred to the new channel and can also be machine-translated if required. In edit mode, the channel can be selected at the top and the content adapted.

The automatic transfer of response content to a new channel is only possible when setting up for the first time.

8. Testing

In the preview, the contents of all channels can be tested. The channel can be changed on the left-hand side.

9. Hub accounts

Accounts can have access to all or only individual channels.