Rainmaker AI Chatbot interacts with consumers in real time. Its primary function is to handle customer inquiries by retrieving accurate account details.
How Rainmaker Works:
Rainmaker functions as a conversational AI chat assistant that:
Understands and responds to consumer questions in real time.
Retrieves account data to provide accurate and timely assistance.
Detects consumer intent (e.g., dispute, escalation, settlement) which can trigger configured workflows.
Engages with consumers directly when no agents are available.
Contextual Links in Rainmaker AI Chatbot:
Rainmaker Chatbot adjusts its responses based on consumer input:
First-Time Interactions: New users are directed to their account details or payment options.
Legal References: References to legal matters prompt a response with a link to the VA 2.0 Contact Us page.
Sensitive Circumstances: In sensitive situations, such as mentioning a death, Rainmaker offers condolences and provides a link to the VA 2.0 Document page.
Unable to Assist: A polite response is provided with a link to the VA 2.0 Customer Contact page.
Automated Chat Actions Based on Intent
Rainmaker Chatbot can detect specific intent from consumers and take action accordingly.
Dispute Notification
When Rainmaker detects that a consumer has confirmed they are disputing their debt:
A dispute record is created automatically on the account
The dispute record will have a status of DIS
The trigger onAfterDispute, if active, is initiated
The trigger onAfterChatBotDispute, if active, is also initiated
Escalation Request
When Rainmaker detects that a consumer has requested escalation:
A note is added to the debt notes
The trigger onAfterChatBotEscalate, if active, is initiated
(Best practice: configure a workflow to ensure appropriate responsiveness)
Settlement Request
When Rainmaker detects that a consumer has expressed interest in settling their debt:
The consumer receives a chat message with a link to available settlement terms (if configured)
If no terms are available, the consumer is informed via chat message
Document Request
When Rainmaker detects that a consumer requests a document:
If documents are available and visible to VA 2.0, a link to the VA 2.0 Documents page is provided
If not, the consumer receives a message explaining that no documents are currently available
Do Not Contact Request
When Rainmaker detects that a consumer requests no further contact:
The following fields in the Debt Information section of the Account Page are set to true:
Do Not Mail
Do Not Call
Do Not Txt
Do Not Email
The trigger onAfterChatBotDNC, if active, is initiated
Chat Summary
When configured, Rainmaker can automatically generate a chat summary after the conversation ends and initiate post-chat workflows using the following tools:
onAfterChatSummary Trigger
This trigger activates once a conversation concludes and a summary is available. It can:
Generate a system note (e.g., “The onAfterChatSummary trigger was initiated”)
Be used to route accounts, notify agents, or track specific after-hours events
Rainmaker Condition Flow Action
This action can be used in conjunction with the onAfterChatSummary trigger to:
Read and evaluate the summarized chat log
Branch the workflow based on whether specific content was identified (e.g., if the consumer was informed of their balance)
Configuring Rainmaker Chatbot:
Setting up Rainmaker Chatbot is a straightforward process. To activate this intelligent assistant, follow these steps:
Go to Setup → Vendors → Chat.
Check the box next to "Enable Rainmaker."
Please Note:
Rainmaker does not automatically notify consumers that they are interacting with an AI bot. To promote transparency, you can rename the Auto Attendant in the Chat Vendor Preferences to indicate its automated nature (e.g., "Your Company Name Virtual Assistant").
Image Displays Enable Rainmaker Fields