A complete guide for FAQ chatbot.
Ever since the pandemic hit the world, businesses have been embracing automation to maintain operations and serve customers on a large scale.
The uncertainty compelled businesses to opt for rapid solutions to overcome immediate challenges. Since then whatever field it is, automation has shown a significant progression. And the positive outcome after the automation encountered unprecedented acceleration, which is likely to continue.
In addition to that, automation in FAQs has been a great system to improve productivity, speed up task execution, and enhance customer experience.
In the blog, we’ll talk about FAQ chatbots in brief.
What is an FAQ chatbot?
FAQ chatbots are bots devised to respond to users’ queries regarding products and services. These chatbots are often deployed on websites, social media platforms, or in customer service applications for easy access. They are designed to answer the most frequently asked questions.
The FAQ chatbot is constructed in the question-answer format, giving it a natural feel.
The FAQ chatbot integrated natural language processing is more advanced. They are capable of providing answers to questions even if they are asked the way they were programmed. They can record, communicate and engage with customers and route the request to the relevant representative, improving customer service.
How does the FAQ chatbot work?
AI-integrated chatbots are sophisticated and human-like. It uses a database of information and patterns from previous conversations and documentation and provides the most relevant answer according to the chatbot algorithms.
The algorithms include machine learning, deep learning, and natural language processing. All of these technologies work together at the back end of the chatbot making the conversation feel natural.
Machine learning analyzes and interprets data to spot certain patterns and then makes a logical decision without human intervention.
It studies the repetitive pattern during interaction with humans, combined with predetermined chat, script, and database of responses. The more it operates, the more it learns and hence becomes sophisticated.
A deep-learning chatbot is produced using machine-learning algorithms that emulate human conversation. It creates a layer of algorithm called an artificial neural network and makes an intelligent decision with the help of data based on person-to-person dialogue.
Now talking about NLP, it imitates human conversation through predictive analytics and sentiment analysis.
Predictive analytics predicts future events with the help of combined data modeling, Al, and machine learning. Where sentiment analysis determines what users mean when they type a certain phrase even with some typos or grammatical mistakes.
How to create a FAQ chatbot?
If you’re looking forward to creating a bot from scratch, you can follow the given steps.
Add a new chatbot and then select any platform on which you want to create your chatbot on. For instance, Facebook, Instagram, WhatsApp, etc.
Now create a chatbot as per your requirements by using various components and save it.
In every component, you get an option of the filter of a lead qualifier. It means that your business decides which potential customers are more likely to convert.
It is a very prominent factor of the sales funnel where you collect as many leads but a few of them convert.
The chatbot smoothly tracks clients’ conversations and asks questions instead of looking into the patterns of every customer.
You also get a filter for leads, where your business will understand that the particular data will be a lead which can be helpful to expand your business.
Also, you can download the report of conversations that happen on a bot, export the data to Google sheets and create transcripts.
Role of AI in FAQ chatbot
Chatbots are usually rule-based technology that is trained to answer a particular set of questions, mostly simple FAQs. However, a normal FAQ chatbot cannot completely understand what users are asking or looking for. They lack contextual sophistication and hence pass most of the conversation to human agents. Which as a result quashes the primary motive of deploying a bot.
However, AI in FAQ chatbots makes traditional bots smarter. It integrates artificial intelligence, NLP, and machine learning making the conversation more human-like. With the help of an AI chatbot, businesses offer intelligent conversation and personalized experiences.
While traditional chatbot performs limited functions, AI chatbot enhances the ability to better interpret human language and deliver customized, two-way user interaction to keep the customers satisfied.
The AI in FAQ chatbot studies the prior discussion, inquiries, transactions, and overall history of the customers, and based on that it gives a customized solution. The more you can understand your customers, the happier they are. It keeps them loyal and satisfied.
Also, the AI makes the chatbot capable of answering requests containing multiple questions and shifting from one topic to another in between the dialogue without having to repeat the user query.
The AI promotes the stability of the chatbot through integration in multiple channels for customer experience.
What are the types of FAQ chatbots?
There are mainly 3 types of FAQ chatbots: rule-based, AI-based, and hybrid. Let us dive into them in detail.
Rule-based chatbot
Rule-based chatbot communicates using predefined scripts. Thereby their actions are predetermined. The rule-based chatbot is incapable of understanding the context of the dialogue. This means it can provide the correct answer only when the users use a keyword that the chatbot was programmed to respond to. If the user includes any of the words beyond the programmed keyword, the bot will fail to offer a relevant answer to the questions.
In such a case, you can either program your bot to transfer the query to a live representative or ask an alternative question. Since the rule-based chatbots are so simple, they are easy to build and train as well. Also, the responses are fed to a chatbot, therefore they are unable to learn on their own.
AI chatbot
AI integrated into FAQ chatbots is smarter as compared to a rule-based chatbot. It uses machine learning, and NLP to communicate intelligently. And it also leverages sentiment analysis which allows the bot to comprehend customers’ emotions.
The machine learning in AI chatbot enables the bot to recognize patterns in user input, learn from interactions and make decisions. And NLP helps it understand the context of the dialogue even if there are any mistakes.
Just like a rule-based bot, you’ll have to set predefined answers in the AI chatbot as well. But over time the AI chatbot can learn from the conversations without needing a constant update.
With an AI chatbot, you can send personalized messages to targeted customers in their preferred language, reply to complex questions and offer quick and human-like responses.
Hybrid chatbot
A hybrid chatbot is a combination of both rule-based and Al-based technology. While the bots are trained to respond with specific answers to users’ queries, they can also leverage NLP to recognize users’ intent.
Examples of chatbot answering FAQs
Hartz Sweden
For any business, the end motive is to sell more. Lower cost and increased revenue mean long-term growth. And with AI chatbots businesses can achieve that. Hertz Sweden deployed an AI-based chatbot on their website and saw a 23% growth in their total revenue. They have programmed their chatbot to answer FAQs and send tailored messages to their users on their website.
Norwegian Airlines
The support team gets tired while dealing with the same queries again and again. The repetitive task makes them frustrated. Deploying Chatbot can solve their problem. It responds to every repetitive question instantly, freeing up teams to perform productive tasks.
Norwegian Airlines included a chatbot to assist their support team. The FAQ chatbot helped travelers with common questions. Hence the team was able to spend more time on complex tasks.
Adecco
Adecco deployed an AI chatbot to handle bulk inquiries from their prospective candidates. Which helped enhance their productivity and provide even better support to candidates.
FAQs
Which algorithm is used in the AI-based FAQ chatbot?
The algorithms used in AI chatbots are Natural language processing (NLP), Machine learning (ML), and Deep learning.
Is the chatbot only a question-answering system?
No, chatbots are used for various other purposes as well. It can be used by businesses to collect feedback, chatbot automation can notify users regarding their orders and shipment, book appointments, make product recommendations, etc.
Is an AI chatbot safe?
In most cases, chatbots fall under the risk of threats and vulnerabilities if not paid good attention. However, you can protect your AI chatbot from such mishaps by including safety measures like encryptions, authentication, process and protocols, and the right education.
What is the architecture or technology behind the FAQ chatbot?
Chatbot architecture is a vital component in the development of a chatbot based on the functionalities, requirements, and business operation. Selecting the right architecture depends upon the type of domain your chatbot has. For instance, matching architecture would be best suited for a narrow domain. Whereas for chatbots with a broader domain, sophisticated architecture like long short-term memory (LSTM) and reinforcement learning would be the ideal fit.
When to use the FAQ chatbot?
When you have a growing volume of queries, but a limited budget for a support team, that’s the best time to use the FAQ chatbot.
Further, read:
How to use AI-based chatbot to answer FAQs?