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Channels for different Use Cases

When another channel makes sense and what adaptation options there are

With a channel, an existing chatbot can be played out 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 chatbot understands using artificial intelligence. The roll-out to websites of other markets by means of a chatbot channel is the appropriate solution, provided that the expected user requests do not differ thematically or only 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 adapted response content on different websites (e.g. newspaper publishers with different regional websites).

In the moinAI Hub, the channel can be changed in the Statistics, Intents, Conversations, Widget & Teaser and Preview sections. A connection to a Freshchat channel is also possible.

  1. Define scope of application
  2. Switch between channels
  3. Website integration
  4. Teasers
  5. Topics
  6. Response content
  7. Testing
  8. Hub accounts
  9. Implementation by moinAI

1. Define scope of application

The scope of application 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 area of application must always be defined, regardless of the number of channels, as otherwise comprehension problems may arise.

The area of application is defined in the menu item Bot Settings → Channel Management → Pencil Icon → Area of Application. Click Save to apply the entry.

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

✅ This belongs in the area of application ❌ That belongs somewhere else Example:
Area of application for a transport company

Contextual information

  • What is the chatbot's job?
  • Where is the AI chatbot used?
  • What sector is the company in?

The type of communication (e.g. always using informal language, responding objectively, etc.) is specified in the communication rules.

Work and conduct codes (no speculation, refer only to approved sources, etc.) are specified in the persona.

This AI chatbot is used as a customer service representative on the ABC website. ABC transports hazardous goods and is the market leader in hazardous goods transport in Germany, Austria, Switzerland, Luxembourg and Liechtenstein.

(further examples here)

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.

2. 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.

AI suggestions are not listed separately per channel, but always refer to the entire chatbot including all channels.

3. 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.

4. Teaser

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

5. Topics

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

6. 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.

7. Testing

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

8. Hub accounts

Accounts can have access to all or only individual channels.

9. Implementation by moinAI

A chatbot channel can be set up by moinAI within one week. If desired, the response content can be taken over, so that only small adjustments and localisations of the URLs used have to be made. If you have further questions regarding the implementation or realisation of another channel, please contact the respective Customer Success Management employee.