How ELChat works

ELChat organizes several bricks around the same objective: to help your company understand a request, provide a reliable response, act in authorized tools and measure the result.

Operation in one view

Connaissances + Canaux
          ↓
Compréhension de la demande
          ↓
Réponse directe ou agent spécialisé
          ↓
Workflow composé de capacités
          ↓
Connecteurs et actions autorisées
          ↓
Événements et résultats métier
          ↓
Intelligence et optimisation

This route is not mandatory for each interaction. A simple question can be answered from the knowledge, without running workflow or modifying an external tool.

The six main bricks

Knowledge

Reference information from the site, documents, texts, images, pages and products.

Interactions

Requests received from the widget, conversations and connected channels.

Connectors

Connections that give ELChat controlled access to your business tools.

Automation

The abilities, workflows and agents that organize action around your goals.

Governance

Permissions that determine whether an action is automatic, confirmed or refused.

Intelligence

Measurement of events, results, trends, gaps, anomalies and recommendations.

Business example

A prospect asks for an appointment from the widget:

ELChat understands the request and uses your knowledge to provide the right service.
A commercial agent may be selected according to its purpose and competence.
The agent may use an authorized workflow.
Workflow calls for an appointment ability.
This capacity uses the available actions in the calendar connector.
Depending on your permissions, the action is executed automatically or waits for confirmation.
Associated events can be used to track appointments and funnels.

This example assumes that the connector, capacity, workflow, agent and their permissions have been configured.

What ElChat does not decide alone

You keep control of:

the knowledge provided;
the connectors activated;
tools associated with a capacity;
the sequence of steps of a workflow;
authorized workflows for an agent;
the method of authorizing each action.