Is your organization using a Bot? Maybe you are using it for internal services like HR or IT support or maybe you have implemented a Bot for customer support or a marketing Bot to interact with your prospects and answer their questions.
The use cases are wide and varied, however, there are a few commonalities across all these use cases:
- You could have hired human agents to satisfy this need. Maybe, you do have human agents for your use case, but you are using the Bot to take some of the load off the human agents and handle some of the common and simple tasks.
- Users of the Bot come with some specific needs. They would like these specific needs to be satisfied immediately. They would not like to spend a lot of time wading through many pages of documents and forms and FAQs.
Like the Agents you hire, the Bots you implement could be a know-it-all or a learn-it-all Bot.
You are likely experienced and skillful in spotting a know-it-all vs. a learn-it-all human agent when you hire one. But, do you know which way your Bot leans? Here are a few characteristics of a learn-it-all Bot that you can look out for:
- If your Bot is complex to implement and needs long and deep involvement of the IT team to configure and setup, you will likely not touch or tweak it for a long time. In this case you likely got a know-it-all Bot that will not improve over time.
- If your Bot can be trained on an ongoing basis by a domain expert with little or no knowledge of computer science or programming languages, you have a learn-it-all Bot. Make sure to institute a process of continuous training where your Bot learns new skills and unlearns obsolete or incorrect information on a regular basis from domain experts (ideally, the human agents whose work the Bot is offloading).
- If the way you train your Bot mimics the way you train your human agents on an ongoing basis, you have a learn-it-all Bot.
- If the Bot pushes large generic forms to the user to fill, its a special kind of know-it-all that presumes to know what the user wants. Instead make sure your Bot can listen to the specific needs of your users and provide specific to the point answers.
- Make sure your Bot can recognize when it cannot handle the user’s request and can hand over the request to a human agent and can learn from the interactions of the human agent. A Bot that can learn by observing the human agents is a learn-it-all Bot.
Are you looking to implement a Bot? Reach out to us at firstname.lastname@example.org for more information.