How to Select a Knowledge Base Chatbot

The growth of generative AI has greatly boosted the chatbot industry.

Grandview Research's recent study predicts that the global chatbot market will grow strongly. The predicted annual growth rate is 23.3% from 2023 to 2030.

More companies are using chatbots, especially those powered by generative AI. These chatbots boost customer satisfaction, cut costs, and make support teams more efficient.

Forward-thinking customer service departments are already improving customer service with chatbots. This is especially true for those integrated with comprehensive knowledge bases.

High-quality content is a must so AI chatbots can deliver consistent and relevant responses.

This is where a well-organized knowledge base becomes invaluable.

With this support, teams can guarantee quick and accurate access to information for their customers and improve response time.

The advantages of chatbots equipped with tailored knowledge bases extend beyond businesses. They are also increasingly popular among consumers.

In this piece, we will discuss the concepts of knowledge base chatbots. We will explore their synergy in streamlining support operations. Also, we'll provide you with the 12 key criteria for selecting a knowledge-based chatbot.

What's a Knowledge Base?

A knowledge base is an online resource for self-help support. It includes information about products, services, or company policies. It's designed to let people find what they need by themselves without needing to involve a live person.

There are two types of knowledge bases:

Employee Knowledge Bases, for internal company use. This contains company rules, work guides, and strategy documents.

Customer Knowledge Bases, for customers needing product assistance or problem resolution.

These knowledge bases feature a search function. This allows users to find answers on their own, enhancing self-service efficiency.

The content in these bases can be accessed publicly or privately, depending on the company's policy.

What's a Chatbot?

Chatbots are digital tools that use artificial intelligence to understand and respond to user questions. They can learn and improve through machine learning.

Chatbots vary in complexity. They can use simple rule-based systems to advanced AI that processes natural language.

The most effective chatbots use generative AI. This offers precise, human-like answers and adapting to different languages.

These chatbots can also show empathy. This makes conversations more engaging and aligns with a brand's tone.

What's Generative AI?

Generative AI is a breakthrough in AI technology using Large Language Models (LLMs).

LLMs learn from large amounts of text from the public internet. LLMs understand complex questions and generate relevant responses.

Generative AI makes chatbots more efficient, friendly, and empathetic. It allows interactions similar to those with real people.

This technology transforms knowledge base chatbots. It makes them more dynamic, intuitive, and user-friendly by enhancing self-service capabilities and automating responses.

12 Key Criteria for Selecting a Knowledge Base Chatbot

When choosing a knowledge-based chatbot for your business, consider these 12 key criteria for evaluation.

Determine Chatbot’s Underlying Technology

Generative AI excels in enhancing knowledge bases for chatbots.

It excels in understanding complex inquiries, enabling precise and context-aware responses.

This technology enriches the relevance of answers, making interactions more personalized.

Generative AI also facilitates real-time language translation. This eases the need for multilingual knowledge bases.

It also brings a level of empathy to interactions, making engagements more relatable.

Generative AI allows customization of the chatbot's tone to match the brand's personality. Thus it enhances user engagement.

Avoid Hallucinations

Some generative AI chatbots may have hallucination issues.

It occurs when LLMs predict the next possible word in a conversation. The large language models are not aware if they provide accurate responses or not.

Some generative AI chatbots hallucinate less than others. For example, Gleen AI prevents hallucinations effectively. Its technology can suppress hallucinations in as high as 80% of cases.

For example, in the video below, we trained a customized GPT and Gleen AI using the same knowledge. The GPT hallucinated but not Gleen AI.

Is There a Free Trial?

A free trial is a must for a chatbot. This will let you test the various features and functionality of the chatbot.

Gleen AI chatbot has a free trial. This will be your deciding point whether the chatbot is compatible with your systems or not. Also, you can evaluate the chatbot's hallucinations and precision.

Effortless Knowledge Integration

To create a knowledge base chatbot, it's essential to collect the chatbot's knowledge from various sources.

Recommended AI chatbot solutions should get knowledge from FAQs, solved help desk tickets, present documents, and discussion boards.

A good knowledge base chatbot shouldn't require extensive preparation or curation of the knowledge base. The chatbot should understand the knowledge base as it is.

A chatbot should gather and use knowledge from many sources to create a thorough and effective chat knowledge base.

Performance Monitoring for Knowledge Base Enhancement

Monitoring your chatbot's performance in handling your knowledge base is key.

A good knowledge base chatbot should allow administrators to see all questions that the chatbot wasn't able to answer.

This information is essential for expanding the knowledge base and keeping the knowledge base accurate and easy to use.

Multi-Channel Compatibility in Chatbots

Ensure the chatbot you choose can integrate seamlessly with various communication channels.

This integration makes information flow smoothly and improves your existing support systems.

The chatbot should be compatible with different platforms, such as live chat, email, and messaging apps like Slack and Discord.

This ensures a uniform experience for customers, no matter how they choose to communicate.

Simple Chatbot Maintenance

Keeping your chatbot's knowledge base current is as vital as selecting the appropriate chatbot.

Choose a chatbot that can automatically refresh its knowledge base. This will ensure that the information it provides remains accurate and up-to-date.

This automatic updating feature will save you significant time and effort in manual revisions.

Enhance Chatbot Performance Through Feedback Collection

Knowledge base chatbots need to gather user feedback automatically and use it to improve over time.

This is crucial for maintaining their effectiveness.

Look for chatbots that collect and analyze feedback, track interactions, check customer satisfaction, or collect surveys after conversations.

This helps identify ways to enhance the chatbot's performance.

Data Security & Privacy

Protecting both your company's and customers' data is crucial for your knowledge base chatbot.

Make sure the chatbot provider follows SOC 2 Type 2 standards to protect client data and keep it confidential.

This compliance is key to ensuring data privacy and security in your chatbot interactions.

Customizable Chatbot Solutions for Diverse Needs

A good knowledge base chatbot solution should be flexible enough to serve different user groups or products.

It should allow the creation of unique chatbots tailored to the specific needs of each user segment or service.

This customization makes the chatbot more relevant and effective for various users.

Action-Oriented Chatbots

Beyond simple conversations, knowledge base chatbots should actively assist users.

They must be capable of executing tasks, allowing customers and staff to manage their needs independently.

Seamless integration with a company's existing systems is vital for this functionality.

For instance, when connected to an order system, chatbots can empower customers to track, adjust, or cancel their orders. This will significantly enhance the user experience and operating efficiency.

LLM Agnostic

In the rapidly changing world of generative AI, chatbots need to be compatible with multiple Large Language Models (LLMs).

A good generative AI chatbot should make it easy to switch between various LLMs. This keeps the chatbot up-to-date with new AI developments and ensures it performs well.

Conclusion

Choosing the right knowledge base chatbot means looking at technology, ease of use, adaptability, and security.

A good knowledge base chatbot should support an extensive knowledge base, understand complex questions, generate relevant responses, and not hallucinate. It should also keep your data safe and improve over time.

Gleen AI is a leading generative AI chatbot for knowledge bases. Gleen AI:

• Supports an extensive knowledge base
• Understands complex questions
• Creates highly relevant and personalized responses
• Doesn't hallucinate
• Is in the process of becoming SOC 2 Type 2 compliant.

Get a demo of Gleen AI, or create your own generative AI chatbot for free using Gleen AI.