In recent times, it has become easier to develop and train conversational AIs. These AI-enabled chatbots are rapidly developing in many organizations to improve their customer service and customer experience. They help reduce the length of conversation between live agents and customers and save the organization a lot of money. However, training an AI-enabled chatbot can be a bit tricky. So, I will provide some tips to help you train yours effectively.
Tips to help you Train your Conversational AI
Without wasting time, here are some tips for training a conversational AI.
Define the specific use cases of the Conversational AI
Firstly, you need to clearly define the specific problems that your conversational AI will solve. Some people make a list of all the things they want your AI-enabled chatbot to do. But it is better to start with the specific business problem that you want your bot to solve. It will help you ensure the efficiency bot your bot in helping your business.
Ensure that your intents are distinct
Your conversational AI must understand what people want for a pleasant user experience. It would be best if you made your intents distinct to prevent communication issues. If you want to train your AI-enabled chatbot to help people make purchases, you can include a #buy_something intent. Always include the # to help identify it as intent.
Ensure that each intent contains plenty of utterances
Your conversational AI will be very effective if you have as many sample utterances as possible. Develop many different expressions and use them to invoke your intent one by one. This way, you will ensure that your sample utterances represent language use in the real world. You will also need iterations to this well.
Furthermore, you need to constantly update the sample utterances and custom values to ensure that you covered all potential phrasings. For instance, if your intent is #buy_something, you need to add utterances like “Buy now.”
Create a diverse team for the training process
It would be nice if you had a chatbot that can handle all potential possibilities, and a diverse training team can help you achieve that. Do not allow your chatbot to be tested only by the team close to the project. Use a diverse team to ensure that questions are asked in many different ways. It will help make your conversational AI more efficient.
Ensure that your entities are purposeful
You need to closely examine your utterances and identify the words or phrases with the key variable information. Those words and phrases are the entities. They help you extract relevant information, eliminating the need to tag many words in your utterances. It is good to use more than one word in your utterances so that your conversational AI will not be confused.
Your conversational AI needs to be able to communicate with your customers so that it is in line with your business. It would be great if you found the right personality and voice tone, one that suits your brand. You can make your AI-enabled chatbot fun and engaging while still being professional.
Do not depend only on text.
It is good to have a conversational AI that is engaging, and an effective way to achieve that is by using media elements. These elements may include web views, cards, buttons, and some other interactive components. They help you get the best user experience with your conversational AI. Additionally, they help drive sales, particularly for online retail businesses.
Including features like calls-to-action and product, suggestions will help make it easier for your customers to locate and buy relevant products.
Once you have deployed your chatbot, you may want to relax. But your job continues even after this stage. You must improve on your conversational AI continuously if you want it to succeed. Monitor your chatbot to find out aspects where it needs improvement and train it in those areas.
When you do this, you will learn more about your AI-enabled chatbot and your business. It will also help you know when to add new intents to improve your chatbot.
What operational roles does Conversational AI play?
Conversational AI is mainly used to enhance customer service and customer experience. It does this in many different ways, and some of them include:
Conversational AI is good for self-service for your customers on mobile web and voice channels. It assists customers by interpreting their questions and responding like a human agent. In cases where the chatbot cannot help you, it may hand you over to a live agent. It is a good way for contact centers to meet their ROI targets and KPIs.
It reduces the costs associated with rotating shifts of live agents to provide 24/7 cover. It also promotes high-volume interactions consistently, with customers being responded to almost immediately.
Conversational AI is also used in the contact center to support live agents. Assisting agents. It makes the work of agents easier by helping them conduct customer interactions. Agents do not have to spend so much time searching for information. Conversational UIs monitor agents’ conversation with customers and provides them with the information they need. This also eliminates the need to transfer a customer from one agent to another due to a knowledge gap.
Conversational AI makes agents’ work a lot faster and easier. It increases the first contact resolution rate and shortens the length of conversation between agents and customers.
It helps organizations interrogate data such as information on past interactions customer data transcripts of calls and chat sessions. A Conversational AI does this by monitoring agents’ conversations and understanding how customers react with sentiments and keywords. This is how it is able to predict what customers want. It is an excellent way to gain more insights into your customers’ behavior.
A Conversational AI is important for a better customer experience in an organization. You may find it a bit tricky training yours to be effective. However, you need to know that this training process never stops because there is always room for improvement. In all, continuously monitoring your chatbot to find out areas needing improvements is key and will improve your business.
Marziano is a seasoned tech expert with over 15 years of experience in the industry. Holding a Bachelor’s degree in Computer Science and multiple certifications, including CompTIA A+, Network+, and Cisco’s CCNA, he has a well-rounded and robust understanding of various aspects of technology.