Have you already implemented a chatbot in your company's customer support, but it still has trouble answering some questions? Check out these five tips we have for you to continuously increase your chatbot intelligence.
Artificial Intelligence
By definition, an intelligent chatbot is a conversational robot that uses Artificial Intelligence (AI). Artificial Intelligence is, in turn, a field that includes all the technologies needed for a machine to copy human actions - in this case, having conversations that are as natural as possible.
The most widely used technologies when it comes to chatbots are NLP (Natural Language Processing) and Machine Learning.
Simply put, with the first technology, the chatbot acquires the ability to understand human language. And with the second, it gains the skills to learn from the diverse stimuli it receives.
Why isn't your chatbot smarter?
Just after being implemented, a chatbot is never at its maximum efficiency. That is, at the point where no human has to intervene to answer certain questions from customers.
There are two reasons why your chatbot intelligence is not at its peak: it has not received enough stimuli yet (questions) to figure out what answer to give, and more importantly, it has not been trained.
When you create a knowledge base, you feed the AI with the different questions (FAQs) that your chatbot might receive and the corresponding answer.
However, according to the history of interactions in your Contact Center, what your customers will actually ask is an unknown fact; there is only an approximate idea, and even humans have no way of knowing.
Still, you can easily improve your chatbot intelligence and increase its response efficiency.
5 tips to increase your chatbot intelligence
#1 Keep the information up-to-date
Just as you change the information on your company's website, you must update what is in your chatbot. It's crucial that what you say in one place is the same as what you say in the other because if it doesn't, customers and potential customers won't know which one to trust. And consequently, their trust in your brand will decrease.
Therefore, always keep your chatbot updated with the latest news and procedures.
#2 Train, train, train
On a conversational AI platform like Visor.ai's, there’s a tool that allows you to train your chatbot’s Artificial Intelligence - the AI Trainer. This feature gives you access to all the questions your users ask that aren't in your chatbot's knowledge base yet.
Regardless of what the chatbot has answered, this is where you can confirm, change or assign a response to the received questions.
Once you carry this out, the knowledge base will increase. And consequently, your chatbot intelligence, namely its NLP, will also increase as it adds more colloquial ways of asking about a subject.
Furthermore, the chatbot will know what answers to give to new questions, increasing its efficiency rate. A chatbot may not know the answer today, but tomorrow it certainly will.
#3 Analyze the interactions between users and chatbot
Just like brand trust, it's equally important that the customers feel special when you address them and show that you are aware of their needs and know who they are. So, the third tip we have for you is to analyze the conversations that have gone through your chatbot. Understand which topics are the most mentioned and which questions arise the most.
Also, try to find out how you can improve the conversational flows and customize them for each user according to their profiles.
#4 Analyze Metrics
In addition to analyzing interactions, keep an eye on other metrics related to your chatbot and live chat assistants.
Related to the chatbot, you can find out, for example, which paths users took most in the chatbot or which buttons were clicked the most. With this kind of information, you can identify the topics of greatest interest and base your campaigns and promotions accordingly.
Regarding live chat, you can see what kind of questions led users to resort to your agents and what are the requests' resolution times, among other data.
You can also analyze the ratings that customers gave to the service (if you have this rating parameterized) and understand the reasons for the not-so-good scores to act accordingly.
#5 Optimize assistant workflows
Last but not least, optimizing your agents' workflows is essential. After all, that was one of the reasons you implemented a chatbot, right? Listen to your employees and work together to facilitate and improve service.
Chat support is totally different from on-call support. For example, when writing, your assistants may have to give some long answers, which may take longer and are still repetitive.
In these cases, as well as in cases of introduction or farewell, such as "Hi, you're talking to Mary, how can I help you?" or "We appreciate your contact; whenever you need us, we're here to help you!", make use of tools such as Quick Answers.
By parameterizing these responses, your assistants only need to click a button and send that same message. This way, your customer is more quickly cared for, and your assistants gain time to focus on more complex situations.
Additionally, when assistants receive a ticket they aren't the best for, redirect it to other colleagues or departments that specialize in the topic.
This process takes seconds and allows you to always provide your customers with the best possible service.
Your Visor.ai platform
In the Visor.ai platform, you can autonomously and intuitively perform all the operations mentioned above.
Increasing your chatbot intelligence is key to maximizing the solution's potential.
Of course, whenever you need it, you can count on our team to help you overcome any challenges or implement new features.
If you are not still feeling the power of the Visor.ai platform, request a demo today and take your Customer Service to the next level.
