There is no shortcut in developing a successful AI Chatbot. Much evaluation and internal engagement are required to determine the success of its implementation.
With the experiences we have gathered as a team, we discovered that the following must be considered ahead:
Set your priorities right
Be goal-oriented in your approach by identifying your business pain points and opportunities. Here’s the most important question businesses should ask themselves before getting started:
“What are you trying to solve?”
Whether it is managing product enquiries or assisting customers to check account balance, a good AI Chatbot focuses on its key tasks. This helps businesses to improve productivity by responding to pain points or opportunities more effectively.
Form realistic expectations
Most businesses expect AI Chatbot to know as much as Wikipedia, and more. That is not what it should be. An AI Chatbot is only as good as what it is trained to do and its knowledge base should be designed around your business and your customer needs. This helps to increase response accuracy on what truly matters. Focus on your user journey flow and keep the conversation within what is relevant. When your AI Chatbot is able to solve 80% of your customers’ needs, it is a winner.
Build one-to-many AI Chatbot
Customers tend to reach out to businesses through various channels from websites to social media platforms. These channels hold different strengths and challenges, which makes building one AI chatbot to fit all an incredibly challenging some time ago. With Meta owning most of the popular platforms such as Whatsapp, Facebook and Instagram, you can now build one that works for most if not all of them. While it is not without limitations imposed by each platform, an attempt at such unified approach can make training and performance tracking much more effective and cohesive for business in the long term.
Expect iteration and training
AI Chatbot can only improve when it gets more unsupervised conversations to learn what is important in serving your customers hence businesses should anticipate the need to train and iterate in the initial stage of the launch. The sooner your AI Chatbot is made available to the public, the faster it can achieve its best performance. Adopting this agile method allows you to identify the market opportunities and respond to it faster than your competitors.
Understand the technology limitations
One of the biggest misconceptions about AI Chatbot is that it can self-learn and improve without human intervention. That is not the case. For most businesses, intelligent and hybrid chatbots need to be developed and trained by humans. Such supervised learning is still essential for accuracy because true machine learning currently requires large amounts data and very few businesses have enough of data to use machine learning meaningfully. Instead of fully relying on your AI Chatbot to run on its own, businesses should always run regular reviews of what it has learned.
“To the user, chatbots seem to be “intelligent” due to their informative skills. However, chatbots are only as intelligent as the underlying database.”
— Peter Gentsch