Chatbots have a digital shelf life and a neglected chatbot could be susceptible to bot rot. Chatbots are not tools that you simply launch and forget about. Because it often serves as the first point of contact for customers and as a digital representative for your business, it is crucial that you continuously maintain and optimize it. Not doing so may cause your chatbot to be a liability and increase customer dissatisfaction and frustration, which would negatively affect your company’s reputation. Here are some important tips to prevent bot rot so your chatbot stays healthy and active in helping with your customer service.
Is your chatbot having bad responses and misunderstandings? Does it have problems with answering simple, common questions? Is it unable to identify when to escalate a query to human support? Is there little to no interaction with your business resources and pages? These are some of the symptoms of bot rot. Fortunately, this can be fixed through regular reviewing of your chatbot’s interactions and performance. By constantly feeding it with new and updated information, and tweaking the faulty areas, you will be able to help prevent bot rot.
When reviewing interactions, look out for conversation killers, which are sections of conversation where customers disconnect the chat. If you find that there is something in common with all instances of conversation killers, this means that you should try to fix and optimize it through proper machine learning and training to allow your bot to be able to provide a better customer service experience.
Chatbots require rigorous checking before they are implemented. However, a chatbot could also misbehave or crash if it processes too much data. By providing better training, a chatbot’s performance will be better as the chatbot’s success lies in the training method used. Provide end-user reviews and crowdsource training so that the chatbot can develop well. Additionally, the chatbot should be able to master all simple working processes before complex training is initialized. The artificial intelligence system of the chatbot also has to have versatility so that the chatbot can understand and respond to different words, questions and scenarios.
Train beyond Capabilities of the Bot
Chatbots should be self-sufficient when striking conversations. By re-training the chatbot using repositories, the chatbot can find a suitable response by searching the nearest repositories. Thus the chatbot is still able to have user interaction and provide good customer service to the user.
Feedback is one of the most important factors that contribute to a healthy chatbot. Companies should consider incorporating a feedback loop into the chatbot’s conversation with the customer to allow the customer to provide feedback regarding the quality of conversation directly through the chatbot. Ideally, the feedback provided should be specific and commentary. The feedback loop should allow customers to tell businesses regarding the quality of their chatbot and what they liked or disliked about their conversation experience. This feedback provides valuable insight that could help pinpoint weaknesses and strengths in your chatbot and thereby prevent bot rot.