Chatbot Operations

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Chatbot Operations begins after the development phase of the chatbot and usually requires the Go Live, i.e. the publication of the chatbot. It is therefore about the operation of the chatbot. After real users interact with the chatbot, there is a lot of potential for optimisation and, above all, the chatbot must be constantly trained.

The aim is to optimize the chatbot both in the short and long term.

When optimising the chatbot in the short term, the conversations with the users should still be checked daily directly after going live. This can then be reduced after a certain level of training of the chatbot. The most important thing is to train the chatbot. This means correcting incorrect intent assignments, matching new training phrases and adding new content.

In the long term, consideration should be given to whether, for example, the chatbot was the right one. Messenger service was the right one, which existing services work well or poorly, which other questions or processes the chatbot can open up, or whether you want to roll out in other languages or countries.

Chatbot operations can also only be run efficiently with functioning analytics to measure against its goals or KPIs. Own analytic tools can be built or third party tools like Chatbase or Dashbot can be integrated.

Chatbot operation also includes an intent management guideline, which defines processes and rules on how new content is added to the chatbot and what should be taken into account. These guidelines cover topics such as intent granularity, correlation, naming conventions and approval processes.

Chatbot Operations

 

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