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V-Soft's Corporate Headquarters

101 Bullitt Lane, Suite #205
Louisville, KY 40222

502.425.8425
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8401 Greenway Boulevard Suite #100
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Harrisburg, Pennsylvania

4813 Jonestown Road Suite #103
Harrisburg, PA 17109

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Atlanta, Georgia

1255 Peachtree Parkway Suite #4201
Cumming, GA 30041

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Cincinnati, Ohio

Spectrum Office Tower 11260
Chester Road Suite 350
Cincinnati, OH 45246

Phone: 513.771.0050

Raritan, New Jersey

216 Route 206 Suite 22 Hillsborough Raritan, NJ 08844

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Toronto, Canada

1 St. Clair Ave W Suite #902, Toronto, Ontario, M4V 1K6

Phone: 416.663.0900

Hyderabad, India

Incor 9, 3rd Floor, Kavuri Hills
Madhapur, Hyderabad – 500033 India

PHONE: 040-48482789

Bangalore, India

GINSERV, CA Site No 1, HAL
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Step-by-Step Process for Chatbot Continuous Improvement

Improving chatbot after making live

Chatbots aren’t a set-it-and-forget-it software. The best chatbots improve over time and it is understood that making chatbots live isn't all in the chatbot development. Chatbots powered by AI learn how to better serve their purposes over time. Here is a list of ways to improve your chatbot as time passes after the chatbot is live.

Chatbot Continuous Improvement

To improve a chatbot, you must make changes to it as time goes on. Chatbots should naturally learn and improve on their own but there are steps you can take to make sure your chatbot doesn't become stagnant. 

Chatbot Continuous Improvement Process

Figure: Chatbot Continuous Improvement Process

1. Monitor Success Metrics

You must be sure to have conversation success metrics, and you should monitor them regularly. The metrics can be customer chat ratings, average chat length, etc. The metrics will change depending on business objectives and the chatbot’s purpose. You’ll need to monitor how your bot performs over time by comparing these metrics over different periods of time. This analysis will give a high-level view of how your bot is performing.

2. Collect Chat Transcripts

Make sure to collect chat transcripts after each chat so you can analyze them. This will help you identify any issues your customers are going through, and where your chatbot is falling behind. Identifying the bot’s weak spots and optimizing it is the key to improving your bot. You can get a sense of customer satisfaction by seeing what percentage of overall chats are positive, neutral or negative. Depending on your chatbot’s architecture, you should retrain the bot to learn how to overcome its weak spots. The key to solving both customer and your business’s problems is by covering the bot’s weaknesses.

3. Post-Chat Surveys

Include an optional survey link after each chat is completed. This will help you know how satisfied your customers are with the bot’s performance and give you metrics upon which the bot can be improved.

4. Make the Bot More Human

Even though you’re planning to deploy bots to chat with customers, they should still be as conversational as human beings. The bot should feel seamless and be able to answer natural-language questions from customers. Depending on the chatbot’s architecture, you should evaluate how the responses are for the customer queries.

Chatbots Executive Guide

Topics: Chatbots, Chatbotdevelopment

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