Learn how to set up Orlo's Chatbot to automatically answer incoming queries on your Facebook and X (Twitter) channels, providing instant support and information to your audience.
Things to consider ✅
- Chatbot for your social media channels works on Facebook and X (Twitter) only.
- To create a Chatbot, users will need to be an Admin in Orlo.
Benefits 🙌
- Out-of-Hours - 24/7 support on your social media channels to help support customer service queries, even outside of your team's working hours.
- Improved Efficiency for Human Agents- By automating responses to common inquiries, Orlo's chatbot can help resolve simpler issues, allowing customer service agents to focus on complex cases that may require more in-depth answers, leading to better customer service.
How does Orlo's Chatbot on Social work?
Orlo's Social Chatbot integrates with your Facebook and X (Twitter) channels, allowing you to connect existing Metabases and customise your chatbot's responses for each platform based on the account type.
Connecting a Chatbot to your Social Media Channels
1) Navigate to the 'Social Chatbot' area in the Settings in Orlo.
2) Click on the dropdown for the social media account on X (Twitter) or Facebook to which you want to add the chatbot. Once you have selected this, it will activate the Chatbot on the social account.
Example Chatbot on Social Interaction
Examples across the Public Sector
1. Education:
- Scenario: Prospective students have numerous questions during the application period.
- Chatbot Use:
- Answering FAQs: Providing instant answers to common queries about application deadlines, course requirements, accommodation options, and open day schedules.
2. Healthcare:
- Scenario: The public needs quick access to information about services and appointments.
- Chatbot Use:
- Providing General Information: Answering frequently asked questions about visiting hours, parking, hospital locations, and available services.
3. Housing:
- Scenario: Residents have inquiries about repairs, housing applications, and tenancy issues.
- Chatbot Use:
- Answering Common Questions: Providing information on how to report repairs, the housing application process, rent payment methods, and tenancy agreements.
4. Policing:
- Scenario: The public needs to report non-emergency issues and access information.
- Chatbot Use:
- Signposting: Providing information on reporting non-emergency crime, contacting specific departments, and understanding local policing initiatives.
5. Local Government:
- Scenario: Residents have diverse inquiries about council services and information.
- Chatbot Use:
- General Information: Answering questions about bin collections, council tax, local events, parking regulations, and planning applications.
6. Central Government
- Scenario: The public seeks information on national policies and environmental guidelines.
- Chatbot Use:
- Knowledge Answers: Providing information on current environmental regulations and guidance.