As a rule chatbots access canned knowledge databases, in which answers to diverse questions are recorded. The principal challenge when programming chatbots is correctly recognizing the users’ questions, classifying them accurately in the database and issuing the correct answer, or asking valid follow-up questions if required. In addition, chatbots learn from each new inquiry. The more requests a chatbot has processed, the better trained it is. The knowledge database is continually expanded, and the bot’s detection patterns are refined.
Depending on the field of application for the chatbot, thousands of inquiries in a specific subject area can be required to make it ready for use. Moreover, a large number of additional queries are necessary to optimize the bot, working towards the goal of reaching a recognition rate approaching 100%.
Our Clickworkers have reformulated 500 existing IT support queries in seven languages, and so have created multiple new variations of how IT users could communicate with a support chatbot. Each predefined question is restated in three versions with different perspectives (neutral, he, she) for those languages that differentiate noun genders, or in two versions for languages that don’t.
|Preset sentence:||“I can’t log in.”|
|Neutral – restated:||“A login is not possible.”|
|He/She – restated:||“My colleague can’t log in.”|
|“My boss cannot log in.” or|
|“Our new employee can’t log in.”|
In an additional job type, Clickworkers formulate completely new queries for a fictitious IT support. For this task, Clickworkers receive a total of 50 different situations/issues.
|The user receives one of the following error messages:||1) “No user account exists.” or |
2) “No user account found.” etc.)
… along with sample sentences which echo inquiries from company employees to an IT support unit.
Per language and issue, 20 Clickworkers each formulate six questions in the first person, the way they would ask them in an IT support chat, to describe the given problem.
With the help of the numerous possible query formulations, the manufacturer trains the chatbot specifically for use as an IT service desk agent, and considerably increases the recognition rate and quality of the bot.
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