CSM

sure

Just wrapping up a call

@149512442126388 need 15 min

link for meet

https://meet.google.com/knf-fira-sit?authuser=0

We have a call at 6 pm

Hi @102095734710467

1st sentence is kind of respone we expect, 2nd sentence where it says it do no have or cannot do is the painpoint.

@111561876209776 Bot is still giving negative text.

We have a dedicated wedding planning team to assist you, but I do not have the specific name of a wedding manager. You can find detailed information and an enquiry option on our wedding page at https://links.beyondchats.com/j8aosdp.

i am testing the resolution right now, will mark resolved once done.

@155538146996345 can you please marking the tickets as resolved so the dev team has better idea of what to work with next

Thanks

both are fixed now. Please verify once.

May be you find it useful

Ese document karna hai toh ye wala template check karo

https://docs.google.com/spreadsheets/d/1oXNLaBnfbQRLDPQCodo6fKp7I6DNNN3V6PB2UFA_4oU/edit?usp=drivesdk

Task 1 - ClientDetails & ContractNotes

@102095734710467 done with Task 1

https://docs.google.com/document/d/1SvsqUkr_6uv53G39FgaNtMiRtlQ4LAnL/edit

https://docs.google.com/document/d/1qx3zhcQ87FrSt8Cs39_QIdCE7H5GB_ST7xz4PHVaI-w/edit?usp=sharing

wat do u say ?

yes and i think ye sab ek lawyer aur bata payega

Refund policy needs conditional elaboration. warna within 30 days koi bhi easily refund manglega.

@155538146996345 given

@102095734710467 Please tag me in Elefant's payment email

@111561876209776 Any update on Della resort's presidential suit and negative response tickets

provide access

invite sent

Done

If yes, then please share a calendar invite

Let’s connect today at 6 pm. Works?

Good work!

Kt Notes for Nazeer session

also - https://docs.google.com/document/d/1HpD44fwQ-VvlNcL6xkpRkKNmgHegqv_9/edit

here is the link

https://docs.google.com/document/d/1HpD44fwQ-VvlNcL6xkpRkKNmgHegqv_9/edit

Hey @102095734710467 , @127332895453382 . I have drafted a client service + NDA contract for BeyondChats that we can start sharing with active clients. Before we send it out, we need a lawyer to review and sign off on it. Can we prioritise getting this ? Its important we jave legally binding contract

<media>

Requesting eveyone to give feedback on vidoe so that if nay changes needed , i can get this done

@111561876209776 Tickets raised for Della.

@111561876209776 Need immediate resolution to pointer 2

There are 3 tasks. 1. Chatbot is advicing Spa manager number in few contacts requests. I will be updating the mindmap for that Identifed the root cause and conveyed Della to provide a better package framing. 2. Chat bot is suggesting Presidential room to people asking for group booking. Jab k villa suggest karna chahiye. 3. Negative response stating that something is doesn't know. It should always respond in positive statement or divert to website or support number.

@nazeer again!!!???

@111561876209776 How can we make sure Bot is not suggesting Presidential Suit randomly to people asking for group booking?

Thank you Will go through this and connect

Let’s get on a call today at 11:30 am if you’re available

https://docs.google.com/spreadsheets/d/1C0-dZLJ-cxYLIODa_T33hm9lChqU5fweuPJ_R7DNBH0/edit?usp=sharing CSM sheet for you

Hi @149512442126388

need feedback to improve it

razorpay integration

https://www.loom.com/share/f6a9b183f7db4fc98cb2598ff200bd45

Oh nice I caught something

One more issue. Bot suppressed the response for Villa. Thats a big red flag, Again its saying i cannot do something rather use positive tone me user ko divert karna chahye

is this response ok ? i am trying to understand why did it not explain what she asked.

Do you mean tinyurl?

or this is correct response?

just a qstn . yaha website link nahi dena chhaiye tha chatbot ko?

to show how clients can add products, you can login to staging dashboard at https://staging.beyondchats.com/dashboard/login with creds: email: singhprachi316@gmail.com pass: prachi@123 then visit: https://staging.beyondchats.com/dashboard/beyondchats/products

Thanks 🙏

for checkout use the following

Got it

@149512442126388 you can see the razorpay integration here by purchasing "standard pack” from the bot: https://staging.beyondchats.com/embed/demo/beyondchats/beyondchats.com

Mom Call with Della 1. They think the training is wiped out or major critical issue has happened internally which is leading to repetitive issues. 2. Past 2 months bot has been responding pretty badly. 3. Atash has asked for deep analysis of the issues and responses. 4. Negative tone is unacceptable, bot must never say that it does not have something or its missing something. 5. Bot must never suggest presidential suit randomly. It costs beyond a lakh. The confusion of Volume vs value needs to be cleared. 6. Informed Della that the number has been updated. 7. No major retraining is required …

@102095734710467 I know its unplanned, can you join?

in waiting room

Chatbot Review - Della Resorts Friday, 26 June · 5:30 – 6:00pm Time zone: Asia/Kolkata Google Meet joining info Video call link: https://meet.google.com/faq-afbt-epz

@111561876209776

Nazeer, The chatbot is once again providing incorrect information. What kind of learning is the chatbot actually grasping? By now, we would have expected significant improvements in its responses and accuracy. This issue has been recurring, and it's affecting the user experience. Please investigate this on priority and let us know what steps are being taken to improve the chatbot's learning and response quality.

@102095734710467 Scheduled a call with Ajayji by 5.30 PM

joining in a min

https://meet.google.com/tcv-ipyw-ukz

yes

@267155589353519 5 mins available ho for a quick call?

@111561876209776 Let me know if you are free for 5 minutes

https://www.loom.com/share/1b234ed740fb4d02a976c65950f5b4a6

@102095734710467 Unfortunately its going to take me more 30 mins to get free from prayers, I thought Id get free by 2.30. I'll take care of Della as soon as i start.

@155538146996345 Client bugs ko timely bugs group pe daal diya kro. Thanks!

Mom Call with Prachi 1. Analyzed Chats of Della Resorts, Medical Appraisal 2. Explained about Support and cross reference with Frequently Used Topics 3. Gave high level account inputs about Elefant, Della. 4. reIdentified medical appraisal chat bot icon loading very late on webpage.

Just three minute

@149512442126388 @155538146996345 https://meet.google.com/rdm-aqky-kcy?authuser=0

Account is inactive for quite a long time.

shall i call her directly

@102095734710467 MaaIvf pe koi update?

chalega, lets connect by eod

Let’s connect after your 4:30 call - if you’re available?

I didn’t know it was scheduled for 2 pm

this one

which?

@102095734710467 Joining the call?

got it, thanks

singhprachi316@gmail.com

please share your email

Yes

@149512442126388 available at 4:30?

Sure.

yes works for me

time?

@267155589353519 , @111561876209776

We are exploring onboarding her in the CSM team

Please also include @149512442126388 to the calls

@155538146996345 @267155589353519 hi guys, when can we connect today? I wanted to showcase some new features added to the dashboard

Weekly Performance Report For MedAppraisals: Jun 16 - Jun 22 OVERVIEW - Paid Traffic: 87 users (↓ from 100) | 57s Avg Engagement (↓ from 92s) | Top Cities: London (24), (not set) (4), Birmingham (4) - Organic Traffic: 142 users (↓ from 151) | 65s Avg Engagement (↓ from 99s) | Top Cities: London (24), Singapore (9), Mumbai (7), Wolverhampton (4) CORE WEB VITALS (Site Speed) - Mobile: Score: 33 (↓ from 43) | LCP: 8.2 s (↓ from 12.7 s) | CLS: 0.851 (↑ from 0.78) | TBT: 650 ms (↑ from 310 ms) | speed index: 4.0 s (↓ from 4.1 s) - Desktop: Score: 86 (↑ from 82) | LCP: 1.5 s (↓ from 2.6 s) | CLS: …

Dr Malpani Weekly Performance Report: Jun 16 - Jun 22 OVERVIEW - Paid Traffic: 129 users (↑ from 7) | 23s Avg Engagement (↑ from 1s) | Top Cities: Bengaluru (32), Chennai (19), Hyderabad (14), (not set) (10) - Organic Traffic: 2804 users (↑ from 2432) | 77s Avg Engagement (↓ from 88s) | Top Cities: Bengaluru (194), Mumbai (160), (not set) (148), Delhi (97) CORE WEB VITALS (Site Speed) - Mobile: Score: 43 (↓ from 49) | LCP: 5.2 s (↑ from 4.6 s) | CLS: 1.001 (↔️ from 1.001) | TBT: 320 ms (↑ from 230 ms) | Speed index: 6.5 s (↑ from 6.3 s) - Desktop: Score: 67 (↑ from 64) | LCP: 1.5 s (↑ from 1…

EOD Update Made some docs as discussed with Simran and followed up with clients

Mom call with Della. 1. Pankaj explained livechat, downvote and messaging window 2. Asked for room preference document and missing knowledge doc to be filled. 3. Email the missing knowledge doc and share back in group as well

@155538146996345 Confirmed w Della that they're joining?

Sure

i need to know about their billing, i have no idea. also for elefant

Jo aj ki meri and tumhari call hai, let's move that to tomorrow please.

Billing ki baat kiye the?

Hmm alright

@102095734710467 Abdul said they do not want to integrate whatsapp considering their number is linked to xeno via api.

no we dont

yes

@111561876209776 For IVFIndia do we categorize the users as paid and unpaid? since the traffic is good we should classify the users.

@111561876209776 Restrictions laga liya hai?

I will continue updating it.

@102095734710467 Link for Super Admin document: https://docs.google.com/document/d/1bwREp7IJI9tzFrWHdlybuahCkVija0HSZ-twxeTdKgw/edit?usp=sharing

Mom call with Auraqle 1. Auraqle shifted their services, no comms with the vendor so far 2. Informed vendor Chatbot will be disabled on sat. 3. Conveyed payments are pending and needs to be cleared ASAP. 4. Next call scheduled by Tuesday or Wednesday based on vendor's comms with Auraqle.

Bohot late ho jayegi, but sure

Tuesday chalega?

1 pm - 4 pm k beech

a temp solution for this is now in place

what time shall i setup the onboarding call, based on your availalbility?

I’ll send it within the hour

Ok cool

yes template

This is email?

@102095734710467 Hi! Atash, The trial access to Live Chat has been given to: arshishaikh@dellaresorts.com, atashpatel@dellaresorts.com, zeeshanthakur@dellaresorts.com Benefits/Effects: 1. Agents can now budge in to all the important chats where human takeover is necessary. 2. Bot learns from your interactions and adapt with response types and tones automatically. 3. No Spamming: The bot gets suppressed / muted for 15 mins when a human intervention is identified and resumes automatically. The pricing is as reasonable as 1500 per seat per month. The trial access ends by 30th June.

Only these 3 accounts will have access to Love chat.

Please restrict all accounts access to Live chat except the given 3 accounts.

added resolutions in some of them, please verify then mark them as resolved

@111561876209776 Della and IVFIndia have more than 20 unresolved tickets, please evaluate them.

Can we not pinpoint the reminder? 1. Apnipathshala me image send hui thi, bot respond nai kiya, agar suppressed hai then we should be counting it as bots mistake. 2. IVFIndia me human responses hai, still we counted that bot respond nai kiya. Is it possible we just count the chats where genuinely bot respond nai kar raha hai and reduce the time length of notification and increase the frequency and auto generate the tickets?

i tested it. Please make it live

i can share the doc with you by EOD

Good suggestion

then you will notice that majority of the unanswered chats in mail are just false positives

I will suggest you add suppression rules to your contract note for when the AI bot is not supposed to be responding for each client

@111561876209776 Need some clarity. 1. I noticed no response chat email is trigerred in about 1 or 2 hours accumulating multiple no responses in that time bracket, why are we not making an headache for us flooding with emails and notifications for no response. User 1 2 min wait kar k drop kardega fir 2 ghante baad visibility milegi and then it will be resolved uska alag ETA hoga. Ideally no response notification should be an headache for us to make sure we are getting rid of the issue thats leading for no response. 2. Agar email record ban raha hai, can we not auto create a ticket for such …

Sounds good!! I'll update it.

ive added my updates here

also please start raising tickets for feature requests as well. This way we can keep track of all updates at one place. ticket for enabling live chat for della: https://beyond-chats.netlify.app/della-resorts-68c353073b0f4/support?review_id=1086

Sure.

@155538146996345 can u test by messaging urself via dashboard?

Sure, will test it first.

@111561876209776 / @155538146996345 Please check kr lena ek bar ki Della k account se whataspp pe live chat join, reply, leave, etc kr pa rhe ho - before giving it to them

feature toggles are already in dev. Need to promote it to staging

okay on it

And note in tasklist that we want to do this via dashboard in coming sprints

@111561876209776 Please do it today

@111561876209776 Please give live chat access to given id of della resort.

**Weekly Performance Report For MedAppraisals: Jun 9 - Jun 15 vs Jun 2 - Jun 8** *OVERVIEW* - *Paid Traffic:* 100 users (↑ from 81) | 92s Avg Engagement (↑ from 80s) | Top Cities: London (20), Birmingham (11), Milton Keynes (5) - *Organic Traffic:* 151 users (↑ from 138) | 99s Avg Engagement (↓ from 141s) | Top Cities: London (22), (not set) (8), Singapore (7), Birmingham (6) *Business Impact:* Organic traffic is growing, but engagement is decreasing. Paid traffic's average engagement time has improved slightly. Our visibility in London and Birmingham is strong, indicating a potential focus …

*Dr Malpani Weekly Performance Report: Jun 9 - Jun 15 vs Jun 2 - Jun 8* *OVERVIEW* - *Paid Traffic:* 7 users (↓ from 16) | 1s Avg Engagement (↓ from 11s) | Top Cities: Hyderabad (1), Jaipur (1), Kochi (1) - *Organic Traffic:* 2432 users (↓ from 2978) | 88s Avg Engagement (↑ from 66s) | Top Cities: (not set) (162), Bengaluru (102), Mumbai (77), Chennai (59) --- *CORE WEB VITALS (Site Speed)* - *Mobile:* Mobile: Score: 49 (↑ from 35) | LCP: 4.6 s (↑ from 5 s) | CLS: 1.001 (↔ from 1.001) | TBT: 230 ms (↓ from 550 ms) | speed index: 6.3 s (↓ from 8 s) - *Desktop:* Desktop: Score: 64 (↑ from 54…

Can auto ticket be generated for chats with no reply in 10 mins?

@155538146996345 you must have received one right now

Elefant - Active | Major concern is their internal process change, bot has been disabled, they asked for SLA and breach system to support their new process. MaaIVF - Inactive | Waiting on Dr. Rani for number, she is not responding, stopped communication on Pankaj's order. MedicalAppraisals - Active | Working fine. IVFIndia - Active | Email automation pending, Bugs based on chat analysis were reported. BrikOven - Active | They confirmed continuing with Beyondchats, whatsapp integration is the blocker as the desired number is linked to Xeno, informed Abdul to buy new or use alternative sim f…

Mom Call with Della 2 agent demo access need to be given for Live chat, prefabily for arshi, atash, zeeshan. arshishaikh@dellaresorts.com, atashpatel@dellaresorts.com, zeeshanthakur@dellaresorts.com Team chat response on whatsapp Atash check on dashboard. Team needs to get onboarding done on dashboard. If villa requirement is asked bot shouldnt given suggestion of designer suite. Asked for document mentioneing details of villa and requirements of suggestion to suitable audience. Suggested to downvote the chats where response is not satisfactory.

for della resort, created sheet with missing information, got these from reports. https://docs.google.com/document/d/1K7V16JVLPqyfH64l5OeakuPqxfvtffm05IcFN_PT5Yc/edit?usp=sharing

I’ve joined the della call https://meet.google.com/kwm-gdwk-uzv?authuser=0

nai kar sakte, staging me mindmap data automatically train na ho raha hai, i asked siddhant to clear mindmap data from pending stage

Kis platform pe integrate kr paye - where can I test your chatbot?

Yes. updated mindmap, whatsapp integration pe issues aa raha hai and i dont use insta toh wo nai hua hai

@155538146996345 were you able to create a new organization on your own?

yes working on it

Siddhant I think we need a centralized dashboard that shows such backlogs altogether In one place. Only accessible via RBAC internally, as pankaj said God mode ya uske bina bhi. Also considering Account Health System jo Niraj k sath call pe btaya tha.

majority of the bugs are due to missing info and lack of instructions for the bot. Same thing that happened with elefant. - for special birthday arrangements; bot does not know that it needs to direct the user towards the: “Guest experience team on 8956371104” - bot does not know that della’s support team should not be pinged if booking is done on external platforms like agoda - ⁠bot did not know that the pool was under maintenance - ⁠bot did not know that breakfast is generally included in all the room packages - ⁠too many links issue: bot has been trained to collect info and direct users to…

Thanks!

Ok

Called Ajay ji and he confirmed with Atash ji as well, rescheduling the call.

Take your time.

Shifter to 3 pm

Nhi, confirm kr lo ek bar

Alright, No worries, Take care of your Dad.

Agar na move ho paye, to bata dena, I will join from here.

Hospital aye hue hain for dad, and time lg rha hai yaha.

@155538146996345 Can you ask Atash ji / Ajay ji to push the call to 2 pm?

for a little more clarity, uske baad I’ll have to fake it in front of the client

@111561876209776 I can wait 8 more minutes

@111561876209776 Bot is inactive for Brikoven as well

Yes

accumulate kar k bada answer dera hai thats the problem

As of now i told him since context similar tha isily ek sath answer kiya hai bot ne. But in reality these are 3 different questions and need 3 different answeres.

user has asked 3 questions and all of them seem answered. can you clarify what specifically means?

What Ajayji told me that he expect questions to be answered specifically.

Bhai ye chatbot ne kya khichadi pakai hai

Probably answers to this and bot going silent every now and then.

by insights do you mean why the bug happened and what we are doing to fix it?

I've a call w della at 01:30. Can you please share insights before then?

there is an notifier email already for unanswered user messages. I will update it and add you to it after bug fixing

@111561876209776 is it possible to check Della resort pe chatbot kitne baar Silently inactive hua tha in this on month and can we add a universal notification or alert system jisse we get to know if chatbot didnt answer within 2 mins.

no im evaluating them today

if that was human response confirmed by siddhant then bot ne q nai diya

Is this some sort of glitch and no option to downvote https://beyond-chats.netlify.app/della-resorts-68c353073b0f4/145787?right_drawer_tab=chat_details

@102095734710467 internal problem aur bhi hai Friday k chats ka repsonse kal diya bot ne. bugs me highlight kiya hai

@111561876209776 Bot abhi bhi down hai?

@155538146996345 can you confirm if you've discussed w Sid? What's his take on these?

the guest is aksing for confirmation from agoda. He is given adventure team numbers.

https://beyond-chats.netlify.app/della-resorts-68c353073b0f4/144708?search_query=romil+patel