Chatbots: From "stupid hello-sayer" to real help

22. October 2019
Armin

Chatbots and AI are currently very popular topics. No wonder, after all, the current technologies enable us to use a computer to create a more or less useful and helpful conversation or conversation. to have a chat without – at least for the most part – being like a conversation with a machine-controlled, "stupid hello-sayer" for humans. In our view, however, this is at least partly a wrong approach. What does it help the user if the conversation or chat feels subjectively "natural" and friendly, he/she does not get the actual question answered at all? Then a chatbot is just a nice smalltalk partner, but it doesn't help you much or at all in case of an acute problem.

For our project https://dresden.familie-und-beruf.online, we were faced with the challenge that the platform provides a large amount of different information in different categories and sub-categories and that we wanted to use a chatbot to Users can long scour the content or avoid lengthy scrolling using the search. Quickly lead the chatbot to the user, and at the same time be friendly and helpful. Chatbots were still new territory for us at the beginning. After a lot of training and also trying out, some valuable insights have emerged, which we are happy to pass on here as tips.

Each jeck asks differently
It's a strange feeling, a chatbot – e.g. E.g. by using the QnA-Maker from Microsoft – to teach questions and answers, after all, you constantly answer the questions yourself and then teach it to the chatbot. The biggest challenge here, however, is not that the chatbot has a specific answer to a specific question. Rather, it is a question of taking into account very different question formulations, which should nevertheless receive an adequate answer. Spelling errors, case-sensitive and even completely absurd formulations or just keywords must also be taken into account here.

Real help finding content
In our solution, we offer not only topic-related explanations but also many addresses and contact. Both should be offered to the user by the chatbot as possible answers to questions. This meant that we had to define different forms of response to potentially identical or at least very similar questions. A question about e.g. B. Child benefit should not only be the general information page, but also the address in response. However, it should also be taken into account that the question may arise. different topics throughout the content. Therefore, the sensible "nesting" of the answers is a sensible approach when a lot of information is offered.

Correct answers or not
As mentioned above, we are particularly concerned about the helping statement of the answers. Therefore, the answers do not only have to pay attention to content and optics. Also certain, e.g. For example, too long, answering, then not spending in the chatbot should be taken into account. Here it is recommended that the chatbot then provides the user with a link the way to a suitable and correspondingly comprehensive answer. However, consideration should also be given to dealing with potentially incorrect answers. Here you can include technologies that tell the chatbot its wrong answers in order to make it better later, above (if available) to offer the user contact with a real person.

Chatbots as real added value
Our conclusion about chatbots is that they can be a real added value for the user if you also design and learn them from the user's point of view. Here – in the sense of usability – the focus should be on the appropriateness of tasks. The chatbot has the task to help the user, for example, to find information in complex content. And this should be the main focus of concept and implementation, in addition to the usual parameters such as an appropriate optics, rapid responsiveness and a minimum of "human small talk". Only under these conditions is a chatbot accepted by the user and used accordingly, instead of just viewing it as a nice gimmick.

Ein Chatbot auch für Sie?

Gern unterstützen wir Sie dabei, auch Ihrer Webseite mit einem Chatbot echten Mehrwert zu geben.