Today, chatbots have become an integral part of customer service when executed to perfection. However, it’s pretty common to hear customers getting frustrated when a chatbot fails to correctly identify an issue or comes up with vague/incorrect answers instead.
Chatbots work around the framework of a Knowledge Base (KB). The success or failure in efficiently handling customer queries is heavily linked with how the KB is built and the resources available to it. Integrating the chatbots with a sturdy knowledge base for customer service is crucial to improving your overall customer experience and boosting customer satisfaction scores.
How do Chatbots work:
A chatbot is an intelligent virtual agent used to optimize communication between companies and their customers, but you can also choose to use chatbots as internal employee support. Modern chatbots are capable of understanding the context and emotion of interactions with customers.
AI chatbots can instantly understand queries, extract vital information from the knowledge base, understand different contexts for questions, and offer accurate answers. Chatbots need a knowledge base to organize data and manage customer service or AI-powered technical support systems – think of it as a textbook from where your bot pulls relevant answers. Call centers also need to be well-versed in artificial intelligence for the chatbot to know how to answer customers’ questions accurately.
The best can seamlessly integrate with multiple types of interactions like inquiries, bookings, customer service, and answering frequently asked questions (FAQ). When integrated with the correct knowledge base, chatbots can provide internal teams with the information they need to succeed.
How Knowledge Base helps chatbots:
Customers want a chatbot experience that is very close to an interaction with a live agent. Modern chatbots can easily mimic a live agent and humanize the interaction. Here are some additional points on how knowledge bases can help chatbots:
Better structuring & ease of access
Your chatbot knowledge base allows you to structure your content around FAQ topics that help to provide information about common customer queries. It takes into account the different ways people request the same information, and the FAQ tool is where you can build the overall interactions of chatbots.
Single source of all information
The knowledge base will help you store important information in easy-to-understand pieces to serve your candidates better. A knowledge base is not a simple repository of information but a complex architecture that includes every bit of crucial information you can use on every possible resource like CRM system, email marketing tool, FAQ, business policies, decisions.
Quick response
A comprehensive knowledge base can help chatbots find quick answers to customer queries by accurately identifying customer problems. A well-structured knowledge base is crucial to analyze issues and provide solutions quickly.
Creating a knowledge base for chatbots
Data holds the key to a smooth customer service process and developing an able chatbot. An efficient chatbot must be able to extract relevant information instantly and be able to present it seamlessly. Chatbots’ knowledge base revolves around massive amounts of data, making the process of creating a comprehensive knowledge base complex.
Let’s take a look at some of the steps to building a great chatbot knowledge base:
Analyzing existing knowledge capabilities
A good way to start building a knowledge base is to analyze and identify the present knowledge abilities of the organization. Identifying the existing shortcomings, problems, and quality of data.
Identifying Data Points
The objective of implementing the chatbot should be clear before building the database. Identifying and determining data points relevant to the target audience is crucial before you start building the knowledge base.
Ease-of-information
A knowledge base must aim to derive accurate answers as fast as possible. The answers provided must be easy to understand and follow, and the knowledge base must take these things into account. Quick turnaround time is one of the prime factors to drive customer satisfaction scores.
Attention to Detail
Every knowledge base is different. Designing the knowledge base will require attention to industry-centric information, concerns, and other details. It’s vital to recognize the pain points of customers and the information you want to store and highlight. Regularly updating the knowledge base must also be a strict hygiene check.
Conclusion
A chatbot can prove to be an incredible asset if it has the help of a good knowledge base for support teams. It can help reduce manual agent hours significantly by taking care of redundant tasks. With the correct implementation, they can also swiftly handle the majority of calls from customers. They can assure round-the-clock service and help reduce operational costs without hampering the customer experience. They are increasingly becoming capable of handling more complicated tasks with a rapid rise in machine learning and deep learning. A good knowledge base is the backbone of an efficient chatbot, and following some of the tips we covered earlier could help in building a knowledge base that saves time, resources, and money.
