Setting up your team
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Implementing a conversational AI project is a team effort. The roles and responsibilities of team members will vary depending on the project, but a few key roles will always be necessary.
Conversational AI Developer: This role is responsible for developing the code that makes the conversational AI system work. They will need to be familiar with both natural language processing and programming languages. With Activechat, requirements for this role are substantially lower in terms of the technical background or development experience, since our platform follows the "no-code"/"low-code" model and makes even the most advanced conversational AI tech accessible to non-technical teams.
Data Analyst: This role is responsible for gathering and cleaning data, as well as performing data analysis. Again, Activechat makes this task substantially easier by utilizing the BYOD ("bring your own data") model and to virtual assistant development and improvement.
UX Designer: This role is responsible for designing the user interface of the conversational AI system. Activechat shines here due to the extreme flexibility of our and the simple logic of .
Business Analyst: This role is responsible for understanding the business needs of the project and translating them into requirements for the conversational AI system.
Product Manager: This role is responsible for managing the whole project and ensuring that all team members are working together effectively. .
Live chat automation and customer service automation are tasks that require some teamwork. Most probably there will be multiple people on your conversational AI or digitalization team, working to improve your customer care experience:
Live chat agents
Live chat supervisors
Project managers
Developers
Administrators
To help you make their work more efficient, Activechat has a permission-based access system where you can invite new users to your project and assign them roles based on permission sets.
Go to the "Team" menu on the left and click the "Invite new team member" button.
Type in the recipient's email address and choose a set of permissions to assign. These permissions can be:
Analytics - for analytics dashboard access
Billing - for adding and editing billing information
Live chat admin - this person can watch and reassign all live chat sessions
Live chat agent - this person has access only to chats assigned to him/her
Go to the "Team - Agents" in the menu on the left, click on the gear icon next to the agent's name and list group tags in the "Settings" window. Don't forget to click "Save" when you're done.
The list is comma-separated and each tag name can contain only Latin letters, numbers, and underscores.
Before inviting anyone to your team, please make sure that this person has already signed up for a free Activechat account .
Admin - for basic editing (name, avatar, units, etc)
Automations - for editing
Channels - for connecting new
Conversations - allows access to conversation logs in the
Integrations - for adding and editing
With Activechat, you can assign each conversation to the most appropriate human agent. This is done by a smart message routing mechanism that is based on tags. We'll dive deeper into this topic in the "" section. For now, just assign some meaningful tags to each of your newly added users who have the "Live chat agent" or "Live chat admin" permission.
Later you will be able to use these tags to to the most appropriate agent or team.
