Boaz Katan's Blueprint: Modular Chatbot Flows for Maximum Flexibility

Are you responsible for customer experience at your company? Looking to improve the customer journey? Or continually seeking ways to enhance user experience? If you answered 'Yes' to any of these questions, congratulations—you've found the right blog post!

Chatbots in customer service

As the head of product at Glassix, I'm thrilled to share some insights into our approach to designing customer experiences. The adoption of Chatbots by an increasing number of companies has completely changed how we approach customer service, offering a blend of efficiency, round-the-clock availability, and a notable improvement in customer satisfaction. 

In fact, a recent Glassix study found that AI chatbots enhance conversion by 23% and resolve issues 18% faster with 71% success.

Glassix's Chatbot Flow Design

Designing modular flows at Glassix

Now, let's talk about how we keep all those chatbots organized. One word: components. At Glassix, we're using a modular approach, where each chatbots flow is like a building block that can act on its own or connect with others. The beauty of this is that you can reuse flows, call one from another, and create templates that are easy to manage and scale.

Think about it like this: you start with an idea of what you want to accomplish, say a basic customer service interaction. You map out the key pieces you need—like an initial greeting, a form to collect customer information, and maybe a flow to handle a specific request. Each of these pieces is a component that you can plug into other flows or call from another part of the process.

Example: The car dealership flow

Let's take the car dealership example. A customer wants to trade in their car and set up a test drive. Instead of the sales rep getting bogged down in scheduling details, a dedicated chatbot flow takes over. This flow efficiently sets up the test drive, allowing the sales rep to focus on other tasks. The rep doesn't have to do all the legwork. They can simply call this flow from another part of the process, and bam—it's set up. The rep gets to focus on more important things, and the customer enjoys a seamless, hassle-free experience. Everyone wins.

Creating templates and sharing flows

But here's the cool part: these modular flows can be used to create templates. Let's say you've got a solid flow for handling customer complaints. You can turn that into a template, ready to be used or modified for other situations. This flexibility is a huge time-saver. It also means you can import and export flows, making it super easy to share best practices or adopt new approaches without starting from scratch every time.

Wrapping up

So, if you're wondering how to build chatbot flows that are flexible, reusable, and scalable, components are the way to go. It's like having a set of building blocks you can rearrange as needed. We at Glassix are all about making things simple and efficient, and this approach is one of the keys to our success.

Whether you agree with this approach or not, you can't deny that it makes a lot of sense. We're living in a world where customer expectations are constantly changing, and the ability to adapt quickly is crucial. By designing flows as reusable components, we're not just keeping up—we're setting the pace.

Thanks for reading! If you think there's a better way to design chatbot flows, I'd love to hear about it. But for now, we're sticking with what works, and that's modular design. Here's to more efficient customer experiences and fewer headaches along the way. Wanna talk more about modular design? Let's connect on LinkedIn!