Lesson 1

Creating Our Initial Pathway

Our support framework will feature a number of different node types and advanced Bland features.  We’ll create an initial version of our Pathway in this lesson, and then test and refine in the next.

The main types of nodes needed:

  • General node with prompts and data extraction

  • Knowledgebase and VectorDB

  • Transfer call (to sales associates and Tier 2r Support) 

  • Webhooks

Keep in mind that this Conversational Pathway is a first draft. No one gets their pathways to handle all call use cases perfectly the first time. In the next few lessons, we’ll show you not just how to build a pathway but how to refine one and both detect and address issues as they come up.  

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    Node 1: Starter Node 

    Prompt/Description:

    The starter node is our entry point for callers. We’ll want to instruct the agent to introduce themselves and find out why the user is calling (and decide if they are an attendee, vendor, or host).

    Features Used:

    • Prompt 

      • A detailed prompt should give the agent enough to make the decision.

    • Variable extraction

      •  Get the user’s name in case we need to create a support ticket or escalate the call in a different node. 

    Features Used:

    • Prompt 

      • A detailed prompt should give the agent enough to make the decision.

    • Variable extraction

      •  Get the user’s name in case we need to create a support ticket or escalate the call in a different node. 

    Screenshot:

    Pathways for User Type

    As mentioned previously, we’ll want to create three possible pathways for the agent to choose from based on who is calling. 

    Attendees Pathway 
    Vendor Pathway
    Host Pathway

    Now our coded node and pathways looks like this in our Bland Conversational Pathways Editor:

    Node 2: Attendee Directional Node

    These are the requests the agent will need to be able to handle if the caller is an attendee:.

    • Purchase tickets to an event (we’ll transfer to a live (?) agent)

    • Get general information on an event (we’ll access our knowledgebase)

    • Other inquiries (we’ll open a support case and transfer to a live agent)

    Node 3: Attendee Transfer to Sales

    Prompt/Description:

     The transfer to sales node is a simple “Transfer Call” Node with pre-written text. 

    Features Used: 

    Transfer Call node 

    Screenshot

    Transfer Call node 

    Node 4: Attendee Has Existing Tickets

    When an attendee indicates that they already have tickets we want to take them down a different path. This node will collect their order number and then determine their question or concern. From there, we’ll be able to route them further or open a support ticket on their behalf with the information extracted.

    Prompt/Description:

    Find out what the order number is for their existing tickets. Then find out what their question or concern is. 

    Features Used: 

    • Node Type: Default

    • Loop Condition: You must get an answer for the order number from the user.

    Screenshot

    Handling Multiple Pieces of Information

    Sometimes you will need to modify your node to support multiple pieces of information.  In the example above we are trying to get two pieces of info.  The caller’s order number, and their question/concern. If left in the current configuration, it’s highly likely that the Agent will ask both questions at the same time, and not record both answers.  

    We can address this oversight by either adding a loop condition or splitting the prompt into two separate nodes.  Here is an example using a loop condition to ensure that both the user’s order number and their concern are recorded and extracted.

    Node 5: Create Ticket

    We now know our user is a customer, and thus we are able to create a support ticket for them.  

    Prompt/Description:

    Prompt for “Send Speech During Webhook”: Tell the user that you are creating a case for them right now and that they will be able to follow up via the email on file with the order number given.  

    Features Used: 

    • Node Type: Webhook

    • Pathways After API Request Response -  End Call Node (hangs up politely)

    Screenshot

    Node 6: Vendor Route Node

    Similar to the “Attendee Routing” node, the “Vendor Route” node will be used to determine  how to best assist an event vendor. There are three paths the vendor call could take that we want our agent to be able to support. 

    • Open support tickets when a vendor is having a technical issue with the website for event management

    • Answer standard vendor questions like the exhibit hall opens, or where their booth space is located. 

    • Identify a prospective vendor and pass them to a sales associate

    Description

    We need to determine what the vendor needs help with. This will be a directional node that should pull out their questions and extract them for further analysis. 

    Prompt

    Find out what the nature of the vendor's inquiry is. Ask them what specifically you can help with to determine the next step.

    Features Used: 

    • Extract variables

      • Extract the question and topic that the vendor wants to get help with

    Screenshot

    Conditional Pathways From Node 6

    We are building in two possible conversation routes from Node 2.

    Pathway A: User is interested in become a vendor

    Label

    User is interested in become a vendor

    Description

    The user's question from this topic {{ question }} is related to becoming a new vendor or shows that they are interested in additional events and services. The user has an interest in purchasing things related to vendors.

    Pathway B:  User has a question

    Label

    User has a question

    Description

    The user's question: {{ question }} is not related to becoming a new vendor or purchasing additional vendor services.

    Node 7: Vendor Knowledgebase Node

    This node instructs the agent to search an existing (text-based) knowledgebase and answer the vendor’s question. For this we’ll use a “Knowledge Base Node.” It will be filled with information about SaltyEvents’  policies, terms and conditions, and frequently asked questions/answers. 

    Description

    Tell the user you are trying to look up that information. Search the knowledgebase and try your best to answer their question about {{ question }}. Then confirm with them that you gave them the information they needed. If you cannot answer their question, apologize and tell them that you will open a support ticket. 

    Prompt

    Find out what the nature of the vendor's inquiry is. Ask them what specifically you can help with to determine the next step.

    Features Used: 

    • Knowledgebase node for question/answer searching

    • Extracted variable {{ question }} that was pulled from the previous node

    Screenshot

    Node 8:  Transfer to Sales

    We want our agent to be attentive to sales opportunities on this support line. Since the vendor sales staff is different from the ticketing sales staff, we will create an additional “Transfer Call” node to transfer them to sales.  

    Prompt/Description:

    Static Prompt: Just a moment while I connect you to a sales representative.

    Features Used: 

    N/A

    Screenshot

    Node 9: Create a Ticket

    If the agent is unable to answer the vendor’s question, the next step is to open up a support case for them.  

    Prompt/Description:

    Tell the user that you are creating a case for them right now.

    Features Used: 

    • Extracted Variables 

      • We will be referencing both the vendor_id and the question originally asked to open the ticket via webhook.

    • Pathway After Response  

      • After the API request, we’ll have our agent end the call by choosing the “End Call” global node we created previously. 

    Screenshot

    Node 10:  Venue Event Staff Directional 

    To support hosts and event staff, we need to provide them with access to information about scheduling, handle requests for changes, and escalate emergencies to the SaltyEvent Gold Tier Support Staff.

    Prompt/Description:

    If the user has identified themselves as event staff, please request their unique support PIN. Tell the user that you'd be happy to assist with any event- or venue-related questions after they provide their support pin.

    Features Used: 

    • Loop condition

    • Extracted Variable (support pin of the user)

    Screenshot

    Challenge: Nodes 11 and 12 with Pathways

    Two final nodes are needed to complete the full customer service pathway. We’ll leave those up to you as a challenge. Remember the two paths we are allowing are:

    • Indicate interest in speaking to a sales representative

    • Other issues for current vendors (use their support PIN to create a ticket)

    NEXT

    Fine-tuning Each Node

    Fine-tuning Each Node

    Fine-tuning Each Node

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