Purpose
Keeping the AI Chatbot knowledge base up-to-date is crucial for ensuring that the chatbot can provide accurate and relevant responses to users. Periodic conversation monitoring helps to identify gaps in the chatbot’s knowledge and areas where it can be improved. By monitoring and updating the chatbot's knowledge base accordingly, businesses can ensure that the chatbot stays relevant and effective in meeting the needs of their customer. This can help to improve customer satisfaction and loyalty, while also reducing the workload on customer service teams.
Monitor Conversations Regularly
Regularly review all customer conversations to ensure accurate information is being shared. As time goes on, you may find new customer questions or topics that weren't anticipated; in these cases, update the Knowledge Hub with additional information as needed. A quick daily review, ideally about 15 minutes, is recommended based on the volume of incoming conversations.
Keep Information Current
Coordinate with relevant departments to keep information in the system up to date, especially when there are internal changes. This could include updates to promotions, reception policies (such as check-in and check-out times), food and beverage offerings (including promotional events and hours of operation), facility statuses (like maintenance closures), and conference or meeting details.
Monitoring Negative Feedback
Monitoring Negative Feedback consists of responses that were marked as Thumb Down by the customer. These responses will also have a ticket created automatically and there will also be a field for the customer to leave their message so they can rest assured that their question can be answered.
Step 1: Select Unified Inbox from the side menu then select Agent Assist.
Step 2: Select Show Filters from the top left and select Negative Feedback from the Feedback dropdown menu (Optional: Select your preferred date range) then Submit.
Step 3: Review Feedback from Thumbs Down Responses
Check for User Error: If the thumbs down feedback was due to a user's accidental click, you can disregard it.
Update Inaccurate Information: If the feedback indicates incorrect information, update the necessary details in the Knowledge Hub. Access the Knowledge Hub from the side menu, make the required changes, and then click Publish GPT at the top of the page to apply the updates.
Address Understanding Issues: If the thumbs down feedback is due to the chatbot not understanding the question, contact your dedicated Customer Success Manager or reach out via the Customer Support Chat in the bottom right corner of the Dashboard, or by emailing [email protected].
