Typically, we can adjust the Option Response Type to be a button or list etc for responses on the chat. However, support team confirmed with development team that rich response is not available for Intercom. This request is to impletement support for rich response for Intercom, as suggested by support.
Pain point: Customer uses chat, will ask questions and will need to get a list of options to click. Currently, buttons are not supported so customer has to choose the number associated with a response. This is not intuitive and can be confusing especially for older customers who will use the chat often as this is a medical industry.
Further, people generally prefer to talk to real human, so during a chat with AI any small hiccups can deter away users and not want them to inquire at all. This is very problematic especially in the medical industry, since if people stop inquiring then any medical conditions could get severe.
Value: By having buttons, the chat flow will be further smooth, causing no confusion and be very professional. Any customer or patient inquiring feels great ease to get answers from the chat and won't have to delay if they suspect symptoms which requires AI to ask multiple questions to hear out.
|Who would benefit from this IDEA?||As a customer, I want to be able to choose from a list of buttons in Watson chat to answer multiple questions given with ease|
|IBM's success depends on gathering feedback from customers like yourself. Aha Ideas Portal is the third party tool through which IBM Offering Managers gather feedback from customers such as yourself.|
|IBM is a global organization with business processes, management structures, technical systems and service provider networks that cross borders. As such, the information collected through Aha Ideas Portal (Customer Name, Customer Email Address) will be stored by them in the United States, and handled only as per IBM's instructions and policies. Your data (Name and Email Address) will NOT be shared with other IBM customers.|
|In order to safeguard your information in Aha, do not leave your workstation unattended while using this application, log off after using it, and print only if necessary. If you need to make a hardcopy, remember to pick up the print-out immediately, keep it under lock, and destroy it immediately when no longer needed.|
|NOTICE TO EU RESIDENTS: per EU Data Protection Policy, if you wish to remove your personal information from the IBM ideas portal, please login to the ideas portal using your previously registered information then change your email to "email@example.com" and first name to "anonymous" and last name to "anonymous". This will ensure that IBM will not send any emails to you about all idea submissions|