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Submission: On April 21 via api (April 21st 2022, 3:36:47 am UTC) from SG — Scanned from DE

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CHAT WITH US: TRAINING CHATBOTS TO HAVE CONVERSATIONS WITH CUSTOMERS

Liam Keegan

Senior Lifecycle Marketing Manager, Intercom

@liamkeegan1

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Conversational chatbots are designed for much more than customer service – their
purpose is to let you scale your business faster and more efficiently. By
automatically resolving your customers’ most common questions, your team can
focus on the conversations only humans can resolve.

If you are using Intercom or another live chat tool on your website already,
you’ve probably received a number of conversations where customers just say
“Hello” or “Hi”. From here, it’s up to your customer support team to figure out
what they need help with.

An AI chatbot can reply to these vague conversations and find out what your
customer needs help with. If it’s a very common query that the chatbot
recognizes, it will provide an instant answer. If not, the query will be routed
to your team to solve. But, where is the best place to start when it comes to
training your chatbots to have automated conversations? Here are four key
starting points for training your chatbots:

 1. Train your chatbot to recognize common customer questions
 2. Create answers for a broad range of topics
 3. Answer many questions on the same topic
 4. Optimize your underperforming answers

Some people worry that bots might disrupt or interrupt conversations or
relationships with your customers, but that’s not the case here. Before we guide
you through training your chatbot to have conversations with your customers,
let’s discuss why it’s becoming more of a necessity.


WHY DO YOU NEED TO START TRAINING YOUR CHATBOTS?

If your team is constantly having to come up with the same answers to the same
queries, then training your chatbot is likely a good solution. With the ability
to answer over 80% of standard questions, this will improve the CX for your
customers and efficiency for your team.

> “Chatbots are most powerful when they deliver immediate resolutions, not ask
> customers to look for their own answers”

Some support chatbots can resolve customer issues right in the conversation,
while others direct customers to the help center article that best matches
keywords in their question. While both help customers get what they need, fast,
we believe chatbots are most powerful when they deliver immediate resolutions,
not ask customers to look for their own answers.

At Intercom we use Resolution Bot to do just that – provide real solutions to
customers’ problems. Resolution Bot can analyze conversation history, identify
common questions, and surface them to team members who can turn them into
answers.

Here’s what Resolution Bot has taught us about training chatbots to converse
with humans:


HOW DO YOU TRAIN A CHATBOT?

Training chatbots might sound complex, but in fact it’s much more
straightforward and intuitive than you might imagine. Quite simply, you choose a
common question, train the chatbot to recognize it, then create the answer. Once
you set the answer live, the chatbot will reply to every customer who asks a
matching question. The more answers you create, the more hours you save your
team every week. We found that on average, our chatbot Resolution Bot helps
businesses give customers back 109 hours of time.

Pro tip: When you choose a chatbot for your team, make sure it’s fully
customizable so you can distinguish between the types of queries you want it to
handle versus the types of queries you would prefer to have your team look at.

Training Resolution Bot for our own website helped us narrow down the three
steps you should take for maximum effectiveness. Keep in mind that depending on
what kind of chatbot you pick, there will be nuances in the way you train your
chatbot and measure success.


1. TRAIN YOUR CHATBOT TO RECOGNIZE COMMON CUSTOMER QUESTIONS

Your first task is to come up with the questions your customers most frequently
ask. Resolution Bot, for example, can automatically identify and surface common
questions from your conversation history. This makes it easier to spot the
questions that your customers are asking the most.



Pro tip: If you have global customers, pick a chatbot that can deliver answers
in different languages.



When you create an answer, you’ll want to make sure your chatbot recognizes all
the potential variations of those questions as well. So gather your team and
have everyone collate the various ways that the same question can be or has been
asked before.

The aim of the game isn’t to have your chatbot take over from your team for all
customer queries. Rather, it should minimize the time your customer support team
spends answering common or transactional queries – allowing them to focus on
resolving more complex questions that require hands-on assistance.


2. CREATE ANSWERS FOR A BROAD RANGE OF TOPICS

As well as individual questions, you should focus on covering the various topics
that customers are focusing on in their queries. Create answers for each of the
most common topics, so your chatbot can cover more questions and provide instant
resolutions more often. Some common examples might include “subscription,”
“password,” “delivery,” or “billing.”



This is an example of how our Analytics team clustered our most commonly
referenced topics in order to inform the questions we now use Resolution Bot to
solve.


3. ANSWER MANY QUESTIONS ON THE SAME TOPIC

Within each individual topic, customers ask different questions. You should also
create answers for each common question you receive within a single topic. For
example, if your topic is “invoices,” your list of common questions might be:

 * Where can I view my invoices?
 * How do I change my invoice address?
 * How often will I receive invoices?

As you can see, each of these questions are closely related to one topic, but
require different answers. By creating many answers within a single topic,
you’ll help your chatbot understand the nuances between questions. This allows
it to deliver accurate answers more often.

> “Regular maintenance on your chatbot is crucial”


4. OPTIMIZE YOUR UNDERPERFORMING ANSWERS

Regular maintenance on your chatbot is crucial, too. Your team should constantly
review how well each answer performs so that they can improve those that aren’t
doing well. Resolution Bot helps us do that by allowing us to see answers that
are underperforming. That way, we can narrow down a section of answers and look
at their training, qualifiers (specific words that determine whether an answer
is sent), or the answer itself to see if it’s something we can improve or
remove.



Remember, training a chatbot isn’t a one-off task. You should choose a member of
your team to regularly create and review answers, to ensure you maximize its
effectiveness. By constantly expanding your chatbot’s coverage, you’ll provide
more instant resolutions, create a more efficient team, and make your customers
(and teammates) happier.






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