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What does an AI administrator do and how...

What does an AI administrator do and how much time does it take to manage an AI assistant?

Trending and new

4 min read

11th Jun 2024

Natalie Smithson
AI enthusiast | Tea addict | Focused on using AI assistants to win the working week
Illustration of a man and AI assistant working together on charts and reports

With almost three quarters of businesses having “already adopted AI in at least some areas of their business,” use of automation is rapidly increasing, but all these AI-powered assistants need someone to manage them to make sure customers continue to get a superior experience.

Over the past decade, our expert team of engineers, language experts, designers and psychologists have managed countless AI assistants (and still do), but the creation of self-service platforms means you can now easily create and manage your own AI assistant without a tech team and huge budget, and using only minutes, not months, of your time.

Find out what’s involved in being an AI administrator, learn about the four key tasks involved, and how little time it can take to do them.

Jump to section
What is AI administration? What kind of tasks are there to do? How much time does it take to manage an AI assistant? Who can be an AI administrator? Frequently asked questions (FAQs)

TL;DR

  • The AI administrator makes sure your AI assistant is as helpful to customers as it can be and gives your organisation new opportunities to increase efficiency and build customer trust
  • Training your AI assistant is key as it learns more with every new conversation, helping you understand what your customers want to know about most often
  • Keeping an eye on customer feedback is key too, so you know your responses are helpful or not, and with an AI assistant it’s easy to collect this at the end of every conversation
  • You’ll need to check your AI assistant is helping to increase customer engagement and business efficiency, and can successfully recognise what customers ask for and respond independently
  • When training suggestions are automated, you only need around 30 minutes a week to manage your AI assistant and anyone on your teams can take on the AI admin role, uploading web links and documents to add context

What is AI administration?

Today’s AI assistants grow over time through everything they learn. They need training to be able to evolve and this is managed by an AI administrator.

There’s no official or recognised term for people taking on the management of an AI assistant and, until recently, different groups of people managed different aspects of an AI assistant, but now it’s possible for one person to take on this role. We can assign responsibility to an AI administrator who makes sure the AI assistant is always working at peak performance and improving all the time to ramp up your customer satisfaction score, speed up the average response time across your service, and help reduce your customer support costs.

What kind of tasks are there to do?

Whether you’re working for a company in a customer service role or partner with us as the owner of a digital marketing agency, AI admins on our advanced platform (AI Studio) don’t need any technical experience to use it ― the majority of tasks involve simply checking automated suggestions for improvements to refine your AI assistant. Other platforms may be more technical, so ask for a demo from different platform providers to decide which one is right for you. Regardless of the platform you use, the AI administrator role exists to:

  • Make sure your AI assistant is as helpful to customers as it can possibly be
  • Bring exciting new opportunities to your organisation to increase its efficiency and build customer trust
  • Free up time for your teams to work on more of what matters to grow your business overall

4 key AI administration tasks

1) Train your AI assistant

Every time your AI assistant speaks to a customer, you learn more about what they most want to know about and if your responses are strong enough or can be improved.

On our platform, you get a notification every time someone has asked a new question, so you can edit and enhance the automated response to make sure it sounds like you and also includes things like links, images, buttons or videos when they’re useful. You can also add web links and upload documents to train your AI assistant on content you’ve already written and approved. It’ll use this to find answers to customer queries, producing new responses in the right context for your business.

“The most important question to ask yourself is ‘How would a human agent have answered this question if it was asked on the phone or over live chat?’ That’s the benchmark for how you want your AI assistant to answer the query.”
Aaron Gleeson, Implementations Lead at EBI.AI

How many notifications you get depends on:

  • How new your AI assistant is, since it’ll have a lot of fast learning to do in the beginning
  • How many customer queries you get each day
Icon that says Go to training

With automated suggestions and regular administration, your AI assistant is always operating at peak performance for very little effort on your part.

2) Keep an eye on customer feedback

Feedback from your visitors is how you know your responses are helpful or if they need improving. With an AI assistant, it’s easy to collect customer feedback in real time at the end of every conversation it has, so you don’t need to invest any time at all in gathering it. You can focus your time on making any necessary changes as a result of what you learn.

3) Check your AI assistant is growing

The more conversations your AI assistant is having:

  • The more you increase customer engagement – build stronger relationships with your customers to help increase their loyalty to your brand
  • The less your teams are involved in routine, repetitive or monotonous tasks – they can use their time to work on more rewarding or profitable activities
  • The more efficient you become as an organisation overall – work at a pace you simply can’t accomplish unless AI and human agents work together

Top tip! If the number of conversations your AI assistant has don’t go up over time, ask your platform provider for help. Experienced providers can even do it all for you to get your AI assistant working towards success.

4) Monitor the success rate

A successful interaction means your AI assistant has correctly recognised what your customer is asking for and has been able to give a helpful reply without any support from your teams. Your overall success rate is shown as a percentage score and the average success rate for our AI assistants is 96%.

Barking & Dagenham Council reached 98% in just six months and there’s nothing to stop your AI assistant from being this successful just as quickly with the right training and support.

How much time does it take to manage an AI assistant?

When training suggestions are automated, you only need around 30 minutes a week to manage your AI assistant with a few minutes a day here and there.

It’s no different to checking your emails, sales leads, CRM, or socials. AI admin will fast become a regular part of your working life if you’re responsible for it.

Who can be an AI administrator?

Until recently, only conversation designers and AI experts would create and manage the most advanced AI assistants. Now, on our self-service platform, you don’t need any technical skill to be an administrator for an AI assistant. To use some of our more advanced features you’ll likely be comfortable using digital platforms already, and for other platforms you might need greater expertise, but it’s vital to understand it’s equally important for an AI admin to have expert understanding of your organisation’s values and what you want the customer experience to be, since your AI assistant should reflect this at all times.

Any team member with a customer service mindset who’s excited to develop new ways to support your customers more efficiently and level up your service is ideally suited to the AI admin role, especially if they’re already enjoying and are excited by the rapid rate of AI development we’re seeing with the rise of LLMs transforming customer support.

“Across the tens of thousands of customers using our platform are different groups of people using it in different ways. From business leaders who want new ways to support customers and go deep into AI integration and more advanced features, to others who simply do routine maintenance and still get incredible results from their AI assistant. When you have a platform like ours that’s built with the human agent in mind and customer experience sits up front and centre, the core goals of increasing customer satisfaction and efficiency while reducing your support costs will always be there, even with minimal admin.”

Abbie Heslop

Head of Customer Journey at EBI.AI

Using an experienced AI provider

Our platform has been built by AI administrators for AI administrators. We’ve been managing data for 20+ years and creating AI assistants for a decade, so you’ll have everything you need to create and scale an AI assistant based on everything we’ve learnt about how to make sure they’re a rip-roaring success.

Next steps

There’s more than one way to get started with using AI and the choice is all yours.

Create an AI assistant Become a partner

FAQs

What business tasks can AI assistants do for us?

Although initially AI assistants were simply trained to deliver information to customers instantly and in real time, they can now integrate seamlessly into your business systems to carry out tasks for you too to help lighten the load. From automating bookings and appointments to handling refunds and returns, a next-gen AI assistant on an advanced platform can now help you create new deals, onboard new customers and collect their feedback.

Why is having a human in the loop important in AI?

Having a human in the loop in AI means there’s always someone there to double-check things, fix any issues, and make sure everything is running smoothly with your AI assistant. They bring real-world perspective, common sense, and can step in when an AI assistance needs tweaking to better support customers, helping to keep things on track and working well.

How will AI change how we tackle business tasks in future?

In 2023 more than half of retail organisations said their processes were already “mostly automated” and by around 2045 McKinsey predicts half of all “work activities could be automated“. AI can take over repetitive chores, help us make quicker decisions, and transform our customer insights. This shift will boost our productivity and accuracy in different fields, making our operations more flexible, cost-efficient, and responsive to market changes.

How can I get involved in AI?

You can get involved in AI by learning about AI technologies, like machine learning and data analysis, connecting with professionals in the field, staying up-to-date on industry trends, and continuously developing your skills through online courses and workshops. You don’t need any technical experience to be an AI administrator and any web manager or marketing agency can partner with an AI provider to instantly start offering AI-driven services.