In general, there are two types of chatbots, the generalist all-round-chatbot that knows a little about everything and then there is the specialist chatbot.

Why the Learning Machine needs human resources

We at BotXO, provide the software and the platform for our clients to build chatbots. On our platform, we have a dozen chatbots specialised in a variety of subjects which range from insurance to bestseller books and financial accounting just to mention a few. They are all built to have a dialogue with our clients’ customers. Over time, they will learn more from the thousands of conversations they have with the people our clients serve. This makes the chatbots smarter and more sophisticated. We call that a “learning chat machine”.

The learning-mission of a chatbot provider

BotXO’s mission is to learn more about different languages, companies and cultures throughout Europe. While we learn more about linguistics, our clients will learn how to handle, regulate and optimize their first line support chatbots. Our business partners and clients, will also learn how to teach their chatbot how to deal with marketing and sales recommendations within their field of expertise.

Learn how to regulate

Whilst the amount of robots are increasing and releasing people’s time from manual and repetitive work, one might think that robots are replacing people. That might be true in some cases but not in the case of conversational chat robots

As Elon Musk wrote on Twitter we need to regulate artificial intelligence. This also counts when we look at chatbots.

Before anything becomes intelligent it has to learn. Whilst the machine is learning, people in companies have to learn how to operate, how to optimize and also how to regulate the intelligence within the chatbot.

This means that we need people to operate or pilot the chatbots – and these people could be the same people who have been released from repetitive work related to the customer support, sales and other roles that bridges the company to the market.

Building the learning machine upon repetitive human conversations

As 60-70% of all first line customer support consist of the same pattern of questions it’s obvious to let a robot take over and solve this task.

Our job, at BotXO is to bridge the remaining 30-40% to fulfill and replace an intelligent human first line supporter with an intelligent chatbot supporter.

This requires learning input from thousands of textual conversions between humans. In the case of a specialised chatbot for business use – it’s the conversation between the customer supporter and the customers our chatbot software need to learn from.

Human resources & chatbots

Therefore, we need intelligent human resources with experience in customer journey, customer satisfaction and customer excellence, to find the tone of voice, to setup the conversational flows and to continuously regulate which path the learning machine is going to take. We, at BotXO are in the middle of that journey with our clients right now.

If you are interested in hearing more about how to get started, please contact us at  hello@botxo.co – or give us a ring if you need more customer cases +45 26 71 58 45 .

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