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Chatbots are becoming increasingly popular to offload work from human agents in internal services like HR and IT support. More interestingly, Bots are being used in client interaction jobs like customer support or marketing and pre-sales to answer questions for prospects and partners.
Even when these business needs are solved by a team of human agents, one needs to hire and train the team continuously. Is the way you train human agents completely different from the way you would train your Bot? Do you need an advanced degree in computer science to train your Bot?
We believe you must choose a Bot that can be trained in very similar way you train human agents. And definitely most of these training activities should be carried out by domain experts, with no knowledge of computer science or programming languages.
So, how would you spot a Bot that can be trained the way human agents are trained? Let’s first examine how one goes about training human agents:
- Social Training: this would involve how to meet and greet clients. Businesses often use unique greetings as a brand identity. Human agents need to be trained in these unique business etiquettes which, while adhering to the common social norms, might still be very different from business to business. The consistency and uniqueness of social interactions with clients would help in augmenting the brand value of a business. The Bot you choose must be trainable on these social aspects.
- Lingo Training: every business and every industry has its own language. There are unique jargon that are well understood by the customers and business practitioners. New hires must be trained in these languages to make sure they understand what the clients mean when they say something. Similarly, your Bot must be able to learn your unique lingo for your business or your industry.
- Execution Training: a human agent providing a service must be trained on how to carry out the different questions or requests posed by the clients. These may involve executing some tasks like updating some database or searching and retrieving data from different databases and constructing an informative answer. While picking a Bot, evaluate how easy or difficult it is to train the Bot to update or collect information from a multitude of Information Systems. It is important that domain experts are able to undertake this type of training for the Bot without any knowledge of computer science or any programming languages.
- Providing Access to Information Systems: for human agents to effectively do their job they would need access to different Information Systems. This involves access permissions and when and how to use each Information System. IT teams will typically be involved in this part of the training as they are responsible for maintaining and managing these Information Systems. For the Bot of your choice too this is the part of the training where you should think of involving your IT team.
Are you looking to implement a Bot? Reach out to us at firstname.lastname@example.org for more information.