LingChat can give priority to robot response during aggregation reception, and automatically switch to staff service when robot fails to response, in order to solve the complex problems manually and improve the agent reception efficiency.
1.Supported channels and stations of robot response capability #
| Platform | Thailand | Malaysia | Singapore | China Seller Center | Taiwan (China) |
|---|---|---|---|---|---|
| lazada | ✅ | ✅ | ✅ | / | |
| shopee | ✅ | ✅ | ✅ | ✅ | ✅ |
| tiktok | ✅ | ✅ | / |
2.Supported platforms and specific capability of robot response #
| Capability Point | Capability Description | Lazada | Shopee | TikTok |
|---|---|---|---|---|
| Basic data – customer service message | Connect supported robot through official customer service message interface to make response | ✅ | ✅ | ✅ |
| Basic data – commodity data | The system can automatically acquire the data of commodity on shelf after being authorized by store | ✅ | ✅ | ✅ |
| Robot supports identified user input contents | Text | ✅ | ✅ | ✅ |
| QA knowledge reply | Make response based on upload contents of enterprise and relevance of robot QA knowledge | ✅ | ✅ | ✅ |
| Commodity recommendation | Recommend the acquired store commodity information to users based on the procurement intention described by user | ✅ | ✅ | ✅ |
| Express thanks to placed order | The robot expresses thanks after user has placed an order. | ✅ | ✅ | ✅ |
| Polite response | Make response when user expresses thanks | ✅ | ✅ | ✅ |
| Multi-language response | Identify the language expressed by user, then make response in the language expressed by user | ✅ | ✅ | ✅ |
3.Robot has commodity knowledge response based on focus products #
| Data source | Scenario | Shopee | Lazada | TikTok |
| Commodity information field | Commodity title | ✅ | ✅ | ✅ |
| Commodity description | ✅ | ✅ | ✅ | |
| Commodity classification | ✅ | ✅ | ✅ | |
| Commodity property | / | / | / | |
| Commodity card | Incoming line system sends card | Development in progress | Not exist | To be investigated |
| Buyer sends card actively | ✅ | ✅ | To be verified | |
| Seller (robot) sends card | ✅ | ✅ | To be verified | |
| Update newly distributed card | ✅ | ✅ | To be verified | |
| Order card | Incoming line system sends card | To be developed | Not exist | To be investigated |
| Buyer sends card actively | To be developed | To be developed | To be developed | |
| Seller (robot) sends card | To be developed | To be developed | To be developed | |
| Acquire the commodity in the latest order | / | / | / | |
| Update newly distributed card | To be developed | To be developed | To be developed |
How to Find Focus Products #
⚠️The focus product should be acquired, in order to acquire the corresponding commodity knowledge based on focus product and complete robot response
- Scenario 1: Incoming line system sends card✅
- Scenario 2: Buyer sends commodity card actively✅
- Scenario 3: Buyer sends order card entry actively
- Scenario 4: Commodity detail page and chart entry✅
How to Make Response based on Focus Products #
Step 1: Commodity detail page
Step 2: The robot authorizes to acquire commodity detail knowledge through interface:
4.AI Copilot agent assistant (QA knowledge response through WhatsAPP channel this time) #
| Characteristics | Introduction |
| Supported channels | WhatsAPP，Shopee |
| Use condition | AI Copilot agent assistant enabled and manual service stage is entered |
| Recommended mode | Auto recommendation of sales pitches (but recommended sales pitches will not be sent to customer automatically) |
| Recommended capability | Support recommendation of response based on QA knowledge, commodity knowledge response is not supported at present. |
Step 1: Configure the corresponding robot knowledge of Whatsapp (taking Whatsapp as an example here)
Step 2: Enable Whatsapp AI Copilot agent assistant function
Step 3: Log in LingChat to complete Whatsapp aggregation reception and use agent assistant