1 Introduction to Qiscus Robolabs

Qiscus Robolabs is a new platform on Qiscus Omnichannel Chat which functions as an integrator between bot engines and the Qiscus Omnichannel Chat dashboard. This service is intended to make it easier for businesses to create their own chatbots, which can be automatically integrated with the Qiscus Omnichannel Chat dashboard. The many features available on Qiscus Robolabs cater to various needs of enterprises, especially in terms of increasing the effectiveness and efficiency of customer service.

As of today, Qiscus Robolabs has been integrated with Google’s NLP platform, namely Dialogflow. In the future, there are plans to improve Qiscus Robolabs to be compatible with other bot engines as well. Unlike chatbots from other communication platforms, Qiscus Robolabs already has several pre-uploaded templates that are customizable by users. You can choose a template according to your business needs with Excel template, export it, and import it into Qiscus Robolabs to suit your needs. Without having to do any coding and other programming work, businesses can simply create a chatbot by using an Excel spreadsheet.

There are many features within Qiscus Robolabs that can undoubtedly support your business needs, especially in amplifying the effectiveness and efficiency of Customer Service (CS). These features include:

1. Bot templates: With this feature, businesses will be able to use and download several templates that are already provided in Excel format. The template files can be changed as needed and uploaded again without coding.
2. Channel Routing: This feature create different flow bots on different channels according to your needs.
3. Export and Import Project: This feature is used to upload or download existing bot flows. If changes and updates have been made, then you want to download all the changes in the excel file, you can use this export feature on the Bot Information page. Duplicate or replicate this bot in other projects with import feature. Bot projects that can be exported or imported, such as bot flow, Auto Resolve Room, and Dialogflow Webhook.
4. Handover agent: This is a feature that functions to create a conversation route from bot to a human agent so that the user can determine which intent or conversation can be forwarded to the human agent. There are another sub-feature in here, that is Outside Office Hours and Handover to Online Agent.
5. Training bots: This is a feature that functions to train bots. For example, if there is a conversation context that does not match the bot’s response, the user can change the context of the conversation into a suitable context. The system will then automatically train the bot with the latest context. You can train your bot using Live Training and you can also train your bot by uploading Excel mechanism using Batch Traning.
6. Auto Resolve Room : This feature serves to close the conversation with customers automatically. Time Auto resolve can set dynamically. If within the set time there is no response from the customer, the bot will send a Follow Up Message and End Follow Up Message. Then it will end the conversation with that customer automatically.
7. Manage Intent : This feature is connected to the Dialogflow Console, so any changes made in Robolabs will also appear in Dialogflow.
8. Integrate with External Webhook: This feature allows the user to integrate their system via a Dialogflow Webhook or Custom API with Qiscus Robolabs.
9. Analytics: One of the most essential features needed by businesses. With this feature, businesses will be able to review chatbot usage metrics, such as the number of conversations the bot can handle and which conversations have been forwarded to human agents.