Interface

Organization Tiles

Organization Tiles

After login in, It will show a tiles where one can add their organization’s social media page. If multiple organizations are added, they will all appear as tiles. Under the organization’s logo there will buttons for unsolved query, number of messages auto-replied, Manage Tags, integrated social media, fixed reply, Integrated inbox and Reporting panel. To

Inbox

After adding or selecting the organization, it will bring up a very filmier looking inbox which have 3 parts

• The first part is called the channeled inbox. Right beside the logo of the organization the social media icons will show up. One can switch between social media platforms by just clicking on the icon. Under the icons there is a search bar. The search bar can be used for looking up messages, Comments and even a specific person’s profile. There are 2 more search boxes right below which can be used for searching messages of a specific time. All the messages are shown under these search boxes. If there’s a green dot on the right of the user’s profile, it means the user’s query is unsolved and it turns green when the user’s query is solved.

• The middle part is the sub portion of the Channel inbox. This part is called Conversation Thread as it only shows the conversation of a specific person. Tagging options are suggested from the messages. One can send attachment and calendar dates and emojis just like regular Facebook messenger.

• The third part is called the tag pool where user can use hashtags to differentiate users or look up for specific users easily. This part also shows the profile picture of the person's social media and some basic information, Such as name, profile id, Gender, Phone number, Email ID and address. This information is fetched from the social media that the person is using to communicate. One can also add information manually.

Dashboard

The Dashboard generates multiple graphical reports. Such as the response rate, Solved and unsolved queries, Customer demographics, Topic analysis, User Intent Analysis, Query manager performance. The words appeared in the most used keywords are the words that have been used in the queries. Which leads to a more descriptive report. And there is a Pie Chart of Gender. The Chart shows the amount of male, female and unidentified genders.

The Dashboard has 8 buttons on the left. They show the amount of query received, resolved queries, Unsolved queries, hidden queries, deleted queries, liked queries, average response time and query manager replies. Right beside the buttons there’s a graph which shows the difference of received and resolved queries. Which also can be filtered by a specific date and time.

Basic KPI parameters

There are 8 LPI parameters on the left. They show the amount of query received, resolved queries, Unsolved queries, hidden queries, deleted queries, liked queries, average response time and query manager replies.

Query Manager performance

Auto generated Insights

There are two type of auto generated insights.

• Tag word cloud : User can use keywords to search messages, comments and even profiles. A report is automatically generated by most used hashtags. By which the user can mark persons, comments and messages so that they can be reallocated easily. There is a tag management option where all the existing tags are listed. Tags can be added and removed from the list

• Customer Demographics : there is a Pie Chart of Gender. The Chart shows the amount of male, female and unidentified genders.

AI Generated Insights

There are also two types of AI generated insights

• intent analysis: The words appeared in the entity topic analysis are the most discussed topics. The vertical bar chart shows the engagements of the topics. Example: Offer Query, Welcome, thanks, show wallet, etc.

• Topic Analysis: A generated report where user can detect most used words. By which the user can detect what topic everyone is talking about. Example : EID Sales, New year sales, service issue etc.