Overview
In today’s digital landscape, businesses need efficient and scalable methods to interact with customers. The goal was to design an automated support solution that provides information, captures contact details, confirms their accuracy, and schedules consultations seamlessly. I achieved this by creating an AI-powered chatbot using Voiceflow for Engage360 that integrated automation tools like Make.com, Gmail API, and Calendly.
An overall diagram of the entire chatbot flow from Voiceflow.
The Challenge
Engage360 faced challenges in:
- Providing instant responses to customer inquiries.
- Reducing manual intervention in lead capturing and scheduling.
- Streamlining the consultation booking process to avoid lost sales opportunities.
The goal was to automate these processes without compromising the quality of user interactions, all while keeping setup time minimal.
The Solution
To solve these challenges, I developed an interactive AI chatbot using Voiceflow. This chatbot acts as a comprehensive customer support assistant that:
1. Offers Clear Options
Provides users with an engaging carousel of service options, allowing them to learn more or take action immediately.
A screenshot of the service carousel as it appears in the chatbot.
2. Form Submission Automation with Confirmation
Users can fill in their details, which are then captured using Make.com, connected to the Gmail API, and sent directly to the Company’s/Support email. Before submission, the chatbot presents a confirmation step to recap all the details the user entered.
A workflow diagram from Make.com that illustrates the flow from capturing user input, presenting the confirmation step, and sending the email via the Gmail API.
3. Embedded Scheduling
Integrates Calendly directly into the chatbot so users can book a consultation without ever leaving the chat interface.
A screenshot of the in-chat Calendly calendar view to demonstrate the booking feature.
4. Knowledge Base Assistance
Incorporates a basic knowledge base to answer common questions or provide links to relevant resources.
A screenshot showing a sample FAQ being answered by the chatbot.
Technical Implementation
- Voiceflow: The main platform used to design the conversational flow and ensure a user-friendly experience.
- Make.com: Set up scenarios to automate form submissions and send them via Gmail API, capturing user data effectively and sending email notifications instantly.
- Canva: Created visually appealing assets for the chatbot’s welcome screens and carousel images.
- Gmail API: Used to send form submissions directly to my email inbox, ensuring data accuracy and fast response times.
- Calendly Integration: Embedded Calendly within the chatbot to allow users to book calls without navigating away from the chat.
Development Process
The bot was developed in just two hours by focusing on key user flows:
- Welcome and Service Selection: The bot greets users and presents them with options like viewing services, submitting a form, or scheduling a call.
- Service Carousel: Each service option includes a brief description and an action button to learn more or submit a query.
- Data Capture with Confirmation: For users looking to submit inquiries, the bot collects their details and presents a confirmation step to review all entries. After user confirmation, the information is sent directly through the integrated Gmail API.
- Scheduling: Users who choose to book a call are presented with an in-chat calendar interface for easy scheduling.
Key Features
- Engaging Service Carousel: Provides users with clear options to explore services.
- Streamlined Form Submissions with Confirmation: Automated data capture and confirmation step ensure accuracy before sending to the [support/sales] team.
- Embedded Scheduling: The in-chat Calendly feature provides a frictionless booking experience.
- Knowledge Base Integration: Basic support answers and resources to improve self-service.
Outcomes and Impact
- Reduced Manual Work: Automating the contact form submission and confirming data accuracy saved time and ensured all leads were captured correctly.
- Improved User Experience: Users could explore services, submit inquiries with confirmation, and schedule calls seamlessly.
- Time-Efficient Development: The chatbot was built within two hours, demonstrating the efficiency and power of no-code tools like Voiceflow.
Conclusion
By leveraging no-code tools and automation platforms, I successfully created a fully functional support chatbot in just two hours. This chatbot not only enhances the user experience but also provides Engage360 with a reliable, automated solution to streamline customer interactions.
Want to explore how a similar solution can work for you?
Feel free to reach out at [email protected]!
NOTE: Some information was changed to protect the data and privacy of the customer.
