The Product Support AI Chatbot is trained on your company’s products and services and problems that customers may have in using them.
The problems can range from very simple to complex issues. Most simple problems will be solved as soon as the customers asks the question. Other problems may require the Product Support AI Chatbot having to give some alternatives and ask questions before the problem can be solved.
For example a customer may say “My email isn’t working”. The AI will instantly reply with a general answer and give various alternatives on how to get email working on a PC, on an iPhone, on an Android phone. If the customer then says “It’s my Samsung”, the AI chatbot will target in on email solutions for Android. Each interaction will take about 15 seconds. Three or four questions later, or 3 minutes later the problem is likely to be solved.
There are instances where the AI chatbot cannot solve the problem. This is usually due to the chatbot not having been trained on the particular issue.
We solve this in two ways:
- Every question and answer given is monitored and if the AI chatbot does not have the answer, we, with our client will write up a document giving the solution. We upload it to the chatbot and from then on, it will give the new, corrected answer to any future customer. In this way the AI chatbot gets its machine learning and within a couple of weeks it will have almost all the complex answers.
- Our AI chatbots give the user the option to send a message to a live agent which goes directly to the company’s email or support system. Whatever answers are given are also added to the AI chatbot’s knowledge base.