Keep a human in the loop to banish bad bots and dive into advanced AI

Do you want an AI assistant that’s constantly learning to do more to help your team ― instantly and at scale? Here’s the secret.

If you want an advanced AI assistant that can handle complex enquiries in the same way your team would and with no part left unresolved, you need a human in the loop. Because without training and supervision from people like us, your ‘human in the loop’, you’re stuck with a basic chatbot that can only answer a list of set questions.

And nobody wants a chatbot from the 1990s.

AI needs us to learn the right thing to do

A chatbot follows a simple set of rules to help your customers, but human conversation is anything but simple. That’s why we have a team of psychologists, language specialists and writers to pick up on all the curious aspects of human conversation that technology can’t. So instead of a basic bot, you get an advanced AI assistant that can communicate in a meaningful way with your customers.

Understanding the question

Listen closely and you’ll often hear two very different questions expressed in near enough the same way. A question about needing help with payment, for example. One customer might need help because your online payment system has crashed and the other might need help with payment because they can’t afford to pay a bill. Artificial intelligence needs to learn that difference before it can help both customers in the right way and it can’t learn that without us.

Recognising different styles of language

The beauty of conversational AI is being able to understand people and what they say, however they say it. To be successful in that, your AI assistant needs natural language processing (NLP for short) and a human in the loop to guide its continuous training. Both of those things are included in our platform, so you don’t have to worry about it or budget for it. Over time, you’ll see your AI assistant can quickly be trained to recognise subtle complexities in human language.

Taking the lead from your customers

When new questions start springing up multiple times, we pay attention. Maybe you’ve changed a product, updated your services, or something outside your control is affecting business. Whatever it is, your AI assistant is first to know because it’s speaking directly with your customers 24 hours a day. When we see shifts like this in conversation data we’ll suggest a change, so you can add new content to get your customers the answers they need, as they need them.

Your AI assistant could be trained to answer a limitless number of questions, but they won’t all be relevant to your business. We make sure every question your AI assistant is trained to answer is 100% relevant to your business. Focus on what’s important and your AI assistant becomes an expert in everything you do, so you only spend time and effort on developing responses that matter to you or your customers.

Training on a new topic: Swimming goggles

The more training your AI assistant has, the more confident it can be in giving answers to people, so your customers always get the right information.

Let’s say a customer needs a pair of swimming goggles. They ask their local leisure centre AI assistant if they can buy goggles at the pool, but the AI assistant has never been asked this question before, so won’t attempt to answer it. This is why having a human in the loop is so important.

Our expert team will spot the question wasn’t answered, know it’s relevant to your business, and suggest you add training for the AI assistant to learn from, so it can help customers with buying swimming goggles. You can easily add or reject a suggestion.

Next time someone asks the leisure centre AI assistant about buying goggles, it’s confident enough to answer the question, not only telling the customer where to buy swimming goggles but putting the sale through online there and then, if they want to buy now.

How would a basic chatbot handle this scenario?

If the chatbot hasn’t been programmed to answer a specific question about buying swimming goggles, the customer reaches a dead end. With no team to carry out a conversation review, you won’t know the conversation failed and the customer loses confidence in using the chatbot.


Training on an unclear question: Local government

In real life we don’t always make ourselves clear in conversation; it’s the same when your customers speak with your AI assistant. That’s when you need a human in the loop to spot barriers in conversation that can stop people from getting the answers they need. In real life, you’d know what to say to work around it. Your AI assistant needs human help to know how to do the same.

AI Assistant

Our conversation review team spots the unsuccessful conversation, knows that a question about sending documents is relevant to several different departments, and so suggests you add in a question to confirm which one the customer needs, so the AI assistant can answer.

The question becomes clear, the AI assistant can answer it, and the customer gets the information they need ― instantly.

How would a basic chatbot handle this scenario?

If a chatbot gets a vague question, it gets stuck. Since it’s only programmed to answer set questions. If the customer doesn’t specifically say, ‘What documents do I need to apply for a resident’s permit?’, the chat comes to an unsatisfactory end:


Never-ending improvements

If a conversation can be bettered in some way, our team of conversation designers can suggest improvements to the flow of a conversation. Whether the wording is throwing a customer off, there’s information missing, or a map or image might help get your point across better. Here, the local council customer finds out what documents they need but then doesn’t know what to do with them.

AI Assistant

It’s a good thing the AI assistant has an answer to the postage question, but if people regularly ask it after they find out what documents they need to send, it makes sense to include it as part of the first answer. Customers then get all the information they need with one click.

Have you met Clawson?

Our resident AI assistant is online 24 hours a day. If you want to know more how an AI assistant works, have a question about a platform feature, or need technical support, Clawson will take care of it.

An AI assistant only needs to learn a conversation flow once and remembers it forever, so once you’ve trained on phrasing, added in a new question or updated an answer, you never need to worry about it again. Your AI assistant continues to grow at a phenomenal rate and always in line with the questions your customers ask.