Customer 360

This skill provides a smart way to scale exceptional sales representative experiences. It includes conversation flows that allow sales representatives to register new leads and clients into the database, search for a client, see and update client information.

Functionality 

Description 

Register a new client  

Conversational flows that allows the sales representative to register a new client / lead into the database.

Update client information  

Once a client is registered into the system, the sales representative can always update any client information.

Search for a client / show Clients  

Conversational flows that allow the sales representative to search for a specific client based on phone number, email address or company name.

Prerequisites

  • Tenant Druid community (open new tenant here) or Druid subscription.
  • You should have a Druid bot. For information on how to create a bot, see Creating Druid Bots.
  • SQL server connection.

Configure the skill template

Note:  Customer 360 default language is set to EN-US and additional language is set to RO. If you want to add additional languages on Customer 360, make sure to add the language of choice as additional bot language and add the according training phrases, synonyms and conditions.

To configure the bot for Customer 360, in Druid ChatBot Portal:

Step 1: Set special flows

Click the Special Flows section header and select the following special flows:

Special Flow Select
Welcome first-welcome-flow-360
IntentNotFound Intent-not-recognized-360

In production, you can configure these flows based on your needs.

Step 2: Set the Connection Strings (Apps) Details

Prerequisite

To configure the SQL connector to your DB, from Customer 360 Apps, click Customer_360_SQL. The Edit Connector page appears.

Make the following settings:

Setting Description
ClientType Select SqlServer.
DataSource Enter the name of the SQL server.
InitialCatalog Enter the name of the database used by the connection string, which is located on the server that you specified in the DataSource field.
UserID and Password The credentials (user name and password) of your SQL Server account.

Click Save and Close.

Important!  In order for the chatbot integration with the apps to be up and running, you need to publish the connector actions. To do so, from the main menu, click Integrations and click the Publish button.

Step 3: Run Setup Flow

Open chat land bot page and send the message “Setup Client360”. This command sets up all the DB tables needed in Customer 360.

Click Done. If the SQL connection strings are properly set, Customer 360 setup completes successfully.

Step 4. Select Bot Framework Version 4 on the bot

Important!  If bot framework version 4 is not available on your tenant, please contact Druid Support to activate it.

To allow the chatbot display the Adaptive Card steps, go to the bot details, click on the General section and from the Bot Framework Version field, select v4.

Save the bot.

Step 5. Train the bot

Click the Details tab, and then click the NLP section header. The NLP area expands. Scroll down to the Train area and click the Train button.

Note:   It might take a few minutes for the NLP training to complete, so you might need to wait for Druid to finish training the bot.

See the bot in action

Note:  The chatbot is trained in two languages: RO and EN. If you want to switch between languages, just type the following commands in the snippet:
  • “Romana te rog” if you want to switch from EN to RO.
  • “English please” if you want to switch from RO to EN.

Functionality

Intents (EN)

Intents (RO)

Register a new client  

Register new client

I want to register a new client

I need to register a new client. Can you help me?

How do I register a customer?

How do I register a new client?

Can you help me register a new client?

help me register a new client

Înregistrați noul client

Doresc să înregistrez un client nou

Trebuie să înregistrez un client nou. Ma poti ajuta ?

Cum înregistrez un client nou?

Cum pot inregistra un client ?

Ma puteti ajuta sa inregistrez un client nou?

ajutați-mă să înregistrez un client nou

Update client information  

update data

I need to update a customer data

How can I update customer data?

How do I update client data?

I want to update data

I need help to update a client data

Help me update client data

Actualizeaza date

Trebuie să actualizez datele unui client

Cum pot actualiza datele clienților?

Cum actualizez datele clientului?

Vreau să actualizez datele

Am nevoie de ajutor pentru a actualiza datele unui client

Ajută-mă să actualizez datele clientului

Search for a client/show Clients

Show clients

I want to see all the clients

Show me the filtered customers

Can I see the filtered clients?

I need to search a specific client

Can you help me search for a client?

Arata clientii

Vreau să văd toți clienții

Arată-mi clienții filtrati

Pot vedea clienții filtrati?

Trebuie să caut un anumit client

Ma puteti ajuta sa caut un client?