Chatbot Log
Scanning digital conversations for solutions.
Lesson Goal: Learn how to read customer service chats to find specific actions and important details.
Communicating with Chatbots
Today, when you have a problem with an online order or account, you rarely talk to a human on the phone. Instead, you chat with automated Bots or digital Support Agents.
When using these chats, you must use scanning to find what the bot wants you to do. Instead of reading every polite word, look for Action Verbs (like verify, click, or confirm) and Key Nouns (like password, link, or refund).
Go to the next tab to learn the vocabulary, then practice scanning real support chats in the Practice tab!
Security Words 🔐
ពាក្យទាក់ទងនឹងសុវត្ថិភាពគណនី
Credentials
/krɪˈden.ʃəlz/
ព័ត៌មានសម្ងាត់ (ចូលគណនី)
Verify
/ˈver.ə.faɪ/
ផ្ទៀងផ្ទាត់
Reset
/ˌriːˈset/
កំណត់ឡើងវិញ
Order Words 📦
ពាក្យប្រើប្រាស់ក្នុងការបញ្ជាទិញ
Tracking Number
/ˈtræk.ɪŋ ˌnʌm.bɚ/
លេខតាមដានទំនិញ
Refund
/ˈriː.fʌnd/
ការសងប្រាក់វិញ
Issue
/ˈɪʃ.uː/
បញ្ហា / បញ្ហាចោទ
🤖
HelpBot 3000
OnlineHello! How can I help you today?
Hi, I cannot log in. I think I forgot my password.
I can help. Please confirm your email address so I can check your credentials.
It's user@email.com
Thanks. I sent a reset link to your inbox. Please click it to verify your identity.
Type a message...
1. What is the user's problem?
2. What must the user do next?
📦
DeliveryBot
OnlineWhere is my order? It was supposed to arrive yesterday.
I apologize for the delay. Do you have your tracking number?
Yes, it is TRK-9902.
Checking... It looks like your package is currently at the local distribution center. It will be delivered tomorrow by 5 PM.
Okay, thanks.
Reply here...
3. Why is the user contacting the bot?
4. When will the package arrive?
🎧
Support Agent
OnlineHi! How can I assist you?
I bought a shirt, but it is the wrong size. Can I get a refund?
Certainly. Is the item unworn and with tags attached?
Yes, I only tried it on once.
Great. Please return it to our store within 14 days, and we will process your full refund.
Type message...
5. What is the condition for getting a refund?
6. How long does the user have to return the item?
Real World Tasks
Practice your digital communication skills!