Omnichannel support bot

Automated support and ticket triage on LINE and Telegram.

Workflow Automation

Omnichannel support bot

Challenge

Support volume grew with the business; 80% of enquiries were repetitive, average first response took 15 minutes, and off-peak hours had no coverage at all.

Solution

Built a dual-channel bot: automated FAQ answers, order-status lookups wired to the back office, human hand-off with ticket creation for anything else, and full conversation history.

Process

  1. Conversation triage

    Started from the historical conversations: mapped the high-frequency questions and drew hard lines between three classes — answer directly, look up and reply, or hand off to a human. A bot that knows its limits beats one that guesses.

  2. One core, two channels

    LINE and Telegram are just surfaces: dialogue logic, the answer base and order lookups share one core and one console. Maintain the logic once, both channels stay consistent — and a third channel is just another adapter.

  3. Hand-off & iteration

    Anything the bot cannot handle opens a ticket and hands off with full context, so agents never re-ask. Post-launch, hand-off transcripts get reviewed regularly and answerable ones feed back into the bot — automation coverage keeps climbing.

Deliverables

  • LINE official account bot
  • Telegram bot
  • Ticket triage system
  • Conversation console

Results

  • <5sfirst response
  • -62%manual tickets
  • 24/7coverage

Stack

  • Node.js
  • LINE Messaging API
  • Telegram Bot API
  • Redis

Timeline

3 weeks

FAQ

The boundary design exists precisely for this: only confidently matched questions get automated answers, and anything uncertain goes to a human with full context attached. Wrong answers feed back into the answer base — coverage grows by iteration, not by guessing.

Order-status automation needs a read-mostly integration through your system’s existing API or exports — nothing gets modified. If integration is inconvenient right now, FAQ automation can launch first and lookups can come later.

Yes. The dialogue core is channel-agnostic: a new channel means implementing that platform’s adapter, while the answer base, lookups and console stay shared — you never end up maintaining parallel bots.

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