Definitions

When discussing the Connect we are likely to reference terms unfamiliar to those who do not play in the industry. These definitions serve to inform and/or confirm your knowledge.

Chatbot

Imagine an employee who can speak every language, never take a break, and can assist thousands of users simultaneously. That's the power of a chatbot. An AI-powered virtual assistant that revolutionises business communications. Chatbots provide 24/7 support or communications, answer FAQs, and personalise all interactions through integrations, all whilst learning on the job to better themselves. They're the future of customer engagement, driving efficiency, satisfaction, and growth.

Beyond just replacing customer support, chatbots can also be used to provide automated two-way engagements between an audience and a user. Whether it’s a request for your audience to complete an action, a survey with feedback, or even a buying journey, any two-way interaction can be created by MyLINKConnect and it’s ‘chatbot’ capabilities.

Chatbots are intelligent agents that will simulate a human conversation, enabling a seamless interaction between users and digital plugins. Chatbots can also utilise what’s called natural language processing (NLP) to understand user queries. In short, this means that based on the written language a chatbot user provides, it can determine the theme of the conversation and provide valuable and relevant responses to aid the conversation further.

Benefits of Chatbots

• 24/7 Availability and Instant Responses: Chatbots provide around-the-clock customer support, ensuring that customers receive prompt assistance regardless of the time of day or day of the week. They can handle multiple inquiries simultaneously, offering rapid responses and reducing wait times.

• Personalised Customer Experiences: Chatbots can gather or use readily available information about customers and their interactions, enabling them to personalise their responses and recommendations. This tailored approach enhances customer satisfaction and fosters loyalty.

• Efficient Issue Resolution: Chatbots can effectively handle frequently asked questions (FAQs) and routine tasks, freeing up human agents to focus on more complex issues. They can also provide step-by-step guidance and troubleshooting assistance, resolving customer issues efficiently.

• Scalability and Cost Savings: Chatbots can scale to handle increasing customer demands without requiring additional human resources. This cost-effectiveness is beneficial for any business with a vision of growth.

• Data Collection and Insights: Chatbots can collect valuable data about customer interactions, preferences, and feedback. This data can be analysed to improve customer service, marketing strategies, and product development.

Channels

A channel can be defined as the location for which a chatbot is deployed/ sent. Popular options here include: in-applications (apps), on websites, SMS, WhatsApp and RCS. The full list of current channels amounts to 16 and covers: Pure API, Telegram, Facebook, Instagram, Discord, MS Teams, Slack, Alexa, Voice, and Genesys.

The below table outlines the countries where our most popular message types are currently operational. For further clarification or to determine accessibility in other markets, please get in touch.

COUNTRIES	Web	SMS	RCS	WhatsApp
UK	✓	✓	✓	✓
France	✓	✓	✓	✓
Spain	✓	✓		✓
Italy	✓	✓		✓
Sweden	✓	✓
Finland	✓	✓	✓

Channel Set-Up

LINK Mobility specializes in mobile messaging and can establish accounts and agents for any messaging channel detailed above. However, for businesses who already own access to their channel of choice, connectivity to MLC is also easily supported. Details on technical integrations can be found here.

Agents

Depending on your set-up, you will be allocated a set number of ‘Connector Seats’. These represent the number of active users logged in at any one time. Unlike competitors, LINK does not charge for the number of agents you wish to attach to your account. Instead, Connector Seats simply describe the number of employees live on your platform at any one time. With multiple Connector Seats, each team member will be able to view, edit and deploy your creations in real-time. The number of Connector Seats you are given can be discussed with your LINK account manager. This number can be amended at any time should your operations need to scale with your growth.

Templates

MyLINKConnect's Templates

Connect’s templates are designed to provide inspiration and act as a starting point for you to build and personalise your own conversations.

These templates do not include the use of AI, and are simply based on pre-determined questions and answer journeys. Chatbots perform best when they are designed with your organisations needs and wants in mind and therefore, we suggest these are only used as inspiration and foundations for your creations.

Our team is more than happy to help should you have further questions regarding chatbot build support.

Your Templates

You are also able to create your own templates within your account should you wish to save time when creating many similar bots. This can be achieved in one of two ways depending on your needs. Through the creation of template bots or a master bots.

A template bot is simply a bot you design and label as ‘template’. This can then be duplicated as needed to create copies which can then be edited as needed. Any edits made to duplicated bots do not affect any other bots which were previously copied.

A master bot performs a slightly different function. This specific bot can be copied across various other sister bots. The difference here sees that when an edit is made within the master bot, the edit is automatically applied to all other sister bots too.