This article defines how the MEDCO chatbot should reply to common customer questions to ensure correctness, clarity, and consistency.
1. New Card Requests
When a customer requests a new card, they may already be an existing member asking for an additional card. The response should not assume they are new, nor should it request their phone number and then fail to process it.
Updated instruction:
If a customer asks for a new card (prepaid or postpaid), provide general guidance and direct them to customer support when eligibility or account verification is needed.
Recommended bot response:
“For card requests or additional cards, please contact our 03-784125 .”
2. Any Question Related to Cards
Whenever a customer mentions anything involving a card (new card, card replacement, card not working, etc.), the chatbot should include the hotline number.
Recommended bot response:
“For card-related assistance, please contact our hotline at 03-784125.”
3. Lost Points on the MEDCO App
The current answer is acceptable, but an additional step is required.
Add this line:
“If the issue continues, please contact our hotline at 03-784125.”
4. Cannot Scan QR Code on the MEDCO App
If a customer reports that they cannot scan the QR code, the chatbot should immediately direct them to the hotline.
Recommended bot response:
“If you are unable to scan the QR code, please contact our hotline at 03-784125 for support.”
5. Requesting an Invoice
Anyone asking for an invoice is already a MEDCO member. Only postpaid customers can get invoices directly, so the existing text is not logical.
Updated instruction:
Provide a clear direction to customer service.
Recommended bot response:
“For invoice requests, please contact our customer service team or the hotline at 03-784125.”
6. “Where Can I Charge My EV Car?”
The chatbot should provide the updated portal link.
Recommended bot response:
“You can find EV charging locations using this link:
https://web.medco.com.lb:7002/CGC/Epay/?Hx/gbYFMcPmX74IejXfz2Yz4RzCd6h7Mk8ANqjLZjoM=”
7. Car Wash Information
Whenever a customer asks about the wash service, include prices.
Recommended bot response:
“Here are the available car wash options and their prices:
• Exterior wash: [insert price]
• Interior & exterior wash: [insert price]
• Additional services: [insert prices]”
(Replace with actual prices used by MEDCO.)
8. Fuel Prices (UNL 98, UNL 95, Gas, Diesel)
When asked about fuel prices, the chatbot should not provide numbers. It should direct the user to official sources.
Recommended bot response:
“For the latest fuel prices, please visit the official MEDCO website or download the MEDCO mobile app.”
9. Forgotten Password
If the user says “I forgot my password,” always provide the hotline.
Recommended bot response:
“For help recovering your password, please contact our hotline at 03-784125.”
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