Chatbot best practices

KPIs, NLP training, validation & more

1. Know (and measure) your KPIs

2. Use human agents first

3. Log (almost) everything

4. Make the most of your training data

5. Think about validation and error handling

Quick replies

Message validation

6. Think how to handle more than one message

Agent: hello how can i help?
User: hi
User: i want to check my order status
User: order A123
Bot:  hello how can i help?
User: hi
Bot: Sorry i dont understand
User: i want to check my order status
User: order A123

Support chit chat

Buffer incoming messages

Bot:  hello how can i help?
User: hi
User: i want to check my order status
User: order A123
(wait N seconds)
Bot: Ok …

Buffer but short circuit

Bot:  hello how can i help?
User: hi
(can’t process — wait)
User: i want to check my order status
(bingo)
Bot: Ok what is your order number?

7. Use checkpoints

Drill down

Bailout

8. Augment your chatbot with human agents

9. Adopt a continuous improvement plan

10. Look for opportunities

Summary

Don’t forget to give us your 👏 !

UK based 🇬🇧 techie interested in the commercial application of FP AI & ML 🤖 Director of www.viko.ai