How to Evaluate Chatbot Solutions
There are 12 key criteria for evaluating chatbot solutions, including technology, data security, maintenance, and no hallucination. Across all these criteria, Gleen AI stands tall.
Businesses are constantly finding ways to improve their customer service. One popular solution that has emerged in recent years is using chatbot technology.
With improvements in artificial intelligence (AI), chatbot solutions have become even more capable.
This article explores the key benefits of chatbot solutions, and key criteria for evaluating chatbot solutions.
What is a chatbot?
Chatbots are computer programs that use technology to understand and answer customer questions.
AI-powered chatbots get better at answering questions over time by using machine learning (ML) algorithms and generative AI.
When picking the right ai chatbot solution for your business, it's important to understand what technology it uses. This will have a significant impact on the chatbot's capabilities effectiveness, set-up time, and maintenance effort.
Here are the technologies that chatbot uses:
1. Rule-Based Technology: These chatbots force users to navigate thru a decision trees or menus.
2. Keyword Detection: These chatbots detect keywords to understand what users say. They then use the detected keyword to show a pre-determined response for that keyword.
3. NLP or Questions Matching Bots: These chatbots use natural language processing (NLP) to understand a user's question. It then matches the user's question to a pre-determined list of questions and answers.
4. Generative AI Bots: These chatbots use large language models (LLMs) to understand questions and generate highly responses.
Top 12 Criteria for Evaluating Chatbot Solutions
When evaluating chatbot solutions for your company, you should consider the following 12 criteria.
What is the chatbot's underlying technology?
As described above, the chatbot solution will use either rules, keyword matching, NLP, or generative AI.
You should look for chatbots that use generative AI, for the following reasons:
Better ability to comprehend complex queries
Generative AI empowers chatbots to understand complex user queries. This leads to responses that are accurate and context-sensitive.
More Relevant Responses
The abilities of Generative AI allow chatbots to generate context-sensitive and highly relevant responses. This contributes to user satisfaction as interactions become more personalized.
Generative AI chatbots can detect the customer's primary language and respond in the same language. You do not need to translate your knowledge base into multiple languages.
Generative AI chatbots can respond to customers with a surprising amount of empathy. Actually, some studies found that generative AI chatbot responses exhibited more empathy.
Personalized Tone & Character
Generative AI chatbots allow you to align the chatbot's personality with your brand.
This also creates a more engaging interaction for your customers.
Some generative AI chatbots may have hallucination issues.
This happens because LLMs simply predict the next most probable word in a conversation. LLMs have no idea if their responses are accurate or not.
Selecting AI chatbot solutions that incorporate a full responses validation process is necessary.
Gleen AI, for example, is excellent at preventing hallucinations. Gleen AI's technology avoids, identifies, and suppresses hallucinations in over 80% of cases.
For example, we trained Gleen AI and a custom GPT on the same knowledge. The GPT hallucinated, but Gleen AI didn't. Watch the video below:
Is there a free trial?
A chatbot should have a free trial. A free trial allows you to test the chatbot's features and functionality before committing.
Chatbots like Gleen AI provide a free trial. During this trial, you can determine if the chatbot is compatible with your systems. In addition, you can assess the chatbot's accuracy and hallucination.
Knowledge Ingestion Without Hassle
Your chatbot should gather knowledge from various sources.
The ideal AI chatbot solutions should learn from existing documents, FAQs, community discussion boards, and resolved help desk tickets.
The ideal chatbot solution should also not require you to prepare or curate your knowledge base. It should make sense of your knowledge, as is.
Monitoring and supervising your chatbot's performance guarantees a seamless customer experience.
Access to chatbot analytics allows you to easily track resolution time, response time, and customer satisfaction.
Performance monitoring provides valuable data on the effectiveness of your chatbot solution. It also helps identify any areas that may need improvement.
When choosing a chatbot, make sure it can integrate with all your support channels.
Multi-channel integration will provide a smooth information flow and leverage your existing support infrastructure.
Your chatbot should easily integrate with live chat, your help desk solution, email, Slack, Discord, and any other channel.
Maintaining your chatbot is as important as choosing the right one for your business.
Your chatbot must have the ability to automatically update its knowledge to ensure responses stay up to date.
This feature will save you time and effort from manually updating the chatbot's responses.
Feedback Collection and Improvement
Chatbot solutions should automatically collect feedback and improve their response quality over time.
This feature is essential for ensuring that the chatbot remains effective.
Find a chatbot that has built-in tools to collect user feedback and analyze it to find other ways to make improvements.
This feature could include tracking user interactions, monitoring customer satisfaction ratings, or conducting post-conversation surveys.
Data Privacy and Security
Your chatbot needs to keep your company's data confidential and secure. The chatbot should also keep your customer interactions secure and private.
Look for your chatbot solution vendor to be SOC 2 Type 2 compliant. SOC 2 Type 2 compliance is the industry standard for SaaS solutions to keep their client's data secure and private.
Ability to Take Actions
Chatbots should provide customers with more than just idle chat. Chatbots should be able to take actions and enable customers and employees to self-serve.
To achieve these actions, businesses should easily integrate a chatbot solution with their existing enterprise solutions.
When companies integrate their chatbot to the company's order system, customers can monitor, modify, or cancel their orders.
Ability to Create Different Chatbots
Companies have different customer segments. Or, companies might have different versions or editions of their software.
Based on these differences, each customer might need a different type of support.
A good chatbot solution lets you make multiple chatbots for each customer or customer segment easily.
The world of generative AI is evolving quickly.
For generative AI chatbots that use LLMs, a good generative AI chatbot should be LLM agnostic. You should be able to easily change the underlying LLM of your chatbot solution.
Selecting the right chatbot for your business involves many factors to consider. However, the key factor is keeping your data secure.
Remember that an ideal chatbot should protect personal information, providing access only to authorized personnel.