What confuses AI bots
Even if AI frameworks and chatbot services have greatly simplified the creation of intelligent assistants, a lot of time, personnel and know-how are still required today for the development of intelligent, digital assistants. You shouldn't save money here either, because only a well-functioning AI bot that interacts smoothly with its human conversation partners and is optimally integrated into business processes guarantees customer satisfaction and generates added value.
However, many companies forget that creating is not enough. Not every customer intention (intent) can be foreseen, not every dialogue is perfect from the start, stored information is out of date and business processes change. Therefore, a bot must be regularly checked and updated to ensure its performance.
Warning signs of bot defects
Like a machine in constant use, the bot "rusts" over time. There is creaking in the processes, the friction losses are increasing. For example, if the digital assistant confuses customers with unclear statements more and more frequently, you should intervene. Such frictional losses lead to irritation and breakdowns in conversations. They affect the customer experience and damage customer loyalty. If the number of questions to which the AI bot does not know the answer increases, it is also necessary to intervene and "retrain" the bot.
The lack of problem-solving skills of a digital assistant is also an important warning signal. Ideally, the bot processes customer inquiries conclusively or transfers more complex cases directly to a human contact person without media discontinuity. If, on the other hand, the bot frequently gets stuck in the processes, incomplete or aborted processes increase - a sign of an urgent need for maintenance.
(Chat) Bot maintenance - the most important questions
To ensure long-term customer satisfaction, the bot needs to be checked and updated regularly. You should ask yourself the following questions:
Is the knowledge the bot is accessing up to date? New information must be updated regularly. If business processes change, the bot must also be adapted accordingly.
How great is the satisfaction with the bot? If customers rate the conversation with the bot negatively or if they report irritated to the hotline after a conversation with the digital assistant, it is time to intervene.
How efficient is the communication with the bot? The dialogues should be checked regularly to see whether the bot is giving the right answers and making the right decisions. If this is not the case or if the rate worsens over time, you should retrain.
How sure is the bot about its answers? For each decision made, the algorithms behind the bots indicate the probability with which they consider it to be correct. This information should be checked and optimized regularly. The human trainer can reinforce correct answers that the bot was relatively unsure about and correct incorrect answers.
How AI bots keep their shine
So that the effort for bot maintenance does not get out of hand, you should take the following technical and organizational measures:
1. Process and tool integration
Voice and chatbots only unfold their full effect when they can process processes independently and conclusively. Typical examples of such processes are address changes, damage reports or requests to change the advance payment from energy suppliers. The bot records the data in dialogue with the customer, checks it for plausibility and completeness, asks if necessary and transmits the information to the company systems concerned. The interface to business processes or backend systems is particularly crucial for success. Only when this functions smoothly can information be exchanged reliably and business processes fully automated. Tools such as machine learning and AI services also help to evolve the bot over time and make it more intelligent.
2. Continuous monitoring
Switching an AI bot to live is not enough. Rather, it is important to continuously monitor the conversations being held, to regularly check the performance of the digital assistant and to optimize those areas that are not performing satisfactorily. In order to be able to fulfill these tasks, two prerequisites are necessary: On the one hand, the bot system must enable the connection of a user interface via which the user can create and maintain dialogues, define intentions, test and evaluate dialogues, and train the bot and can be integrated into different channels.
The second component is a dashboard, through which predefined or individually defined key figures such as the number of conversations and their duration (conversation rate), the proportion of conversation interruptions, the number of contacts with unclear intentions (weak intents) or the end devices used for the conversations and browser are displayed. Reports such as trend analysis based on monthly comparisons can also be defined and automatically provided via the dashboard.
3. Evaluate user feedback
The direct feedback from the interlocutor provides valuable information on the quality and effectiveness of the chatbot conversations. Therefore, integrate feedback functions into your bots and evaluate them automatically as far as possible. This gives you real-time insights into the bot's conversation and can optimize them promptly for a better user experience.
Like analog machines, digital software bots also need maintenance and care. Therefore, when planning and budgeting such an AI project, always plan funds and human resources for these tasks. A properly functioning bot is vital to the credibility of your business. So take good care of it and avoid the occurrence of digital rust! (mb / fm)
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