Outcome:

        The website should be user-friendly with a chat widget which is integrated with Abhyaz helpdesk so as to pull out relevant information from the knowledge base to resolve queries of signed in users.

Target audience:

• Business owners

• Partner at Higher Education

• Recruiting Partner

• Career Developers

Chatbot objective:           

• Provide easy access to information and resources to existing interns and existing customers, new inters & new user

• Generate more qualified leads

• Improved user experience

• Routing HR related queries to HR department if the bot is not able to answer the query.

• For existing customers, if the bot is not able to answer the query, option for ticket raising is to be enabled.

                Functional Requirements:

                          1. Zoho SalesIQ Zobot Codeless Bot Builder Integration

                                   - Integrate Zoho SalesIQ chatbot with Zoho HelpCenter Desk

                                   - Chatbot retrieves relevant information from HelpCenter resources based on   

                                     user queries.

                                    -Redirect users to forms/pages when necessary.

                               2. Role-Based Information Provisioning

                                   - User selects their role upon initiating chat

                                   - Chatbot provides information from corresponding HelpCenter folders.

                             - New users are directed to the related page, while existing users receive articles related to their queries.

                               3. Department-Based Operator Routing

                                    - Chatbot routes user to respective department operator based on role

                                      and query

                      -Connect users to operators or allow ticket creation when necessary.

                               4. HelpCenter Configuration

                                       - Create and maintain relevant folders in HelpCenter aligned with user roles

                                         (e.g., Customer, Partner, Employee)

                                       - Ensure folder names and structures are consistent with chatbot logic

                                       - Create and manage user groups in HelpCenter Desk corresponding

                                         to roles

                                     5. Chatbot Logic and Routing

                         -Guide users through the process based on predefined paths:

                          New users: Access onboarding courses, internships, or services,connect with operators,raise tickets,redirect to related page.

                          Existing users: Retrieve articles, raise tickets, or connect with operators.

                        -If the chatbot fails to understand, prompt users to rephrase, show relevant             articles, and offer operator connection.

                                       - Ensure chatbot provides relevant information from HelpCenter resources

                    Non-Functional Requirements:

                                       1. Performance: Chatbot responds within 2 seconds.

                                       2. Security: Ensure user data and HelpCenter content are secure

                     Assumptions and Dependencies:

                                       1. Zoho SalesIQ and Zoho HelpCenter Desk integration is possible

                                       2. Department operators are available and trained for chat support

                      Acceptance Criteria:

                                        1. Chatbot successfully integrates with HelpCenter

                                         2. Chatbot provides relevant information based on user role

                                         3. Chatbot routes users to the correct department operators

                                         4. User groups and HelpCenter folders are correctly configured

    Workflow design:

    Tool Permission Required:

    Zoho Sites, Zoho Salesiq, Zoho Desk

    Link Required:

    design

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