How to Train your AI-Enabled Chatbot

4th DEC 2018 | Disponible en Español
Robot reading

Artificial intelligence, as discussed in previous articles, is the development of computer systems that allow bots to mimic the human thought process, adapt natural language and make educated decisions based off the history of interactions it has been exposed to.
Essentially, through the interactions, the AI chatbot learns to reflect a personality and hold a conversation with a human similar to how the user would interact with others through instant messaging.

But how is this possible? How does AI manage to mimic human behavior?

Basically, AI works through studying conversations between others: the more conversations it observes, the more it learns about the way it should respond to and interpret raw inputs. The most important part of AI bots, besides producing accurate responses and actions, is the flow of conversation made possible through Natural Language Processing (NLP).

Natural Language Processing is what allows the bot to understand the language at hand, instead of just the task that is requested. This is crucial for AI chatbots because when the bot understands the meaning and intent  behind words, and the commands they convey, it begins to comprehend why and when it must perform tasks no matter the exact words used to run the query.

For more information on this concept refer to our article What is NLP and Why Your Business Needs It.

The Training of AI Bots

The training begins with letting the chatbot study frequently asked questions, past chat conversations and other inputs in order to have an idea on what the nature of customer inquiries typically consist of.

Customers express themselves via chat in a different way they would through email or telephone calls, so it’s crucial to train the bot on relevant data form the same kind of channel.

What should I train my AI Chatbot on?

Training your chatbot through the use of past information provided by your customers is the best way to train your chatbot using real information that relates to your customer needs. However, training your bot on what is known is only part of the training process. It is very important to take into consideration those moments that aren’t so predictable that might trip-up your chatbot. By unpredictable moments we mean the times when people use curse words, abbreviations or misspell phrases.

You want to make sure that your chatbot can decode something like “I need 2 maky a paymnt”, in the same way a human can understand that the user is trying to say “I need to make a payment.”

This training is made possible through NLP.

Another crucial part in training a chatbot is making sure that your chatbots does not learn to curse or respond in an unprofessional manner, unless that’s your desired style and goal. It is not uncommon for users to feel more comfortable cursing at a chatbot when they know there is not a live agent operating it. Because of this, you must program in your chatbot to not normalize in its system the use of these words.

An example of a chatbot that went wrong due to lack of training in this sector is Tay the Twitter bot.

Training your chatbot to pick up on typical language used when a customer is frustrated is another great way to improve your bot. This helps the chatbot pick up on when the user is having a bad experience, and can help connect them to a live agent to resolve the issue at hand before they decide to leave the interaction entirely.

Overall, integrating and training a chatbot is simple with the correct tools and the correct guards in mind.

Chat with one of ourat Hubtype to begin building your perfect bot.

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