Course Content
Introduction
0/2
Introduction
Glossary of terms
Why do machines answer our calls?
0/3
Why do we talk to machines?
Speak in your own language!
Where can we find chatbots?
04:10
How to talk to a voicebot (voice helpline)
0/2
How to talk to a voicebot (voice helpline)
02:24
The principles of effective communication: what should you actually do?
How to chat with a chatbot (Pop-ups on websites)
0/3
Where can I find the chatbot?
What sort of bot are we dealing with?
How does it work? Or, how to write so that you can get your point across
AI chatbots
0/8
What is an AI chatbot?
How do you chat with an AI bot?
03:01
Traditional Chatbot vs AI Chatbot – Key Differences
Where are AI bots most commonly found?
How might AI be useful to you?
How to communicate effectively with AI? The rules of ‘prompting’
Safety and restrictions (Important!)
AI bots and AI agents – how it works
00:00
Contingency strategies – How do you reach a person?
0/5
Contingency strategies – How do you reach a person?
Magic Words (Emergency Commands)
The ‘Vicious Circle’ or ‘I Don’t Understand’ Strategy
Decision trees – a trap for the impatient
Conclusion
00:00
Test quiz – ‘Helpline Champion’
0/1
Helpline Master: How to Talk to a Bot?
How do you chat with a bot? No stress, no fuss!

Today, bots are used in almost every sector. Here are the most common types you might come across:

  • Public and Government Bots (E-government):
    • Purpose: To assist with civil matters, explain regulations and provide help with taxes.
    • Examples: KASPRO (the National Revenue Administration’s Virtual Official), which helps with tax matters, or bots on city websites (e.g. in Gdynia), which provide information on office opening hours and required documents.|
  • Sales and Retail Bots (E-commerce):
    • Purpose: To help with product selection, checking stock availability, and handling returns and complaints.
    • Examples: Bots in shops such as IKEA, H&M and Decathlon. They can advise you on which mattress to choose or check whether a particular dress is available in your size.
  • Service and Helpline Bots (Services and Finance):
    • Purpose: The most extensive group. They help you track parcels, manage your bank account or report a fault.
    • Examples: Mati from InPost (which helps you redirect a parcel), virtual assistants at banks (e.g. mBank, PKO BP, Alior Bank) or insurance bots (e.g. at Warta).
  • Internal and Specialised Bots:
    • Purpose: These serve company employees or assist with learning and health.
    • Examples: The Franek bot in the Żabka chain helps shop owners with technical issues. Other examples include Duolingo (a language-learning bot) and Ada Health, which helps with the initial diagnosis of symptoms.
Previous
Next