In the digital age, customer service has transformed dramatically. To keep up with the current, fast-growing customer support landscape, companies must learn to effectively leverage the power of an AI based chatbot to answer FAQs and other common client queries. The benefits of such technology are far-reaching, including improved customer satisfaction, operational efficiency, and scalable customer service.
Understanding Chatbots and AI
Before diving into specifics, it’s important to grasp the basics. Artificial Intelligence (AI) is a broad field of computer science focused on creating smart machines capable of performing tasks typically requiring human intelligence. A chatbot, on the other hand, is a software application used to conduct an online chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent.
When these two concepts intersect, we get an AI-based chatbot – a highly intelligent virtual assistant capable of understanding and processing human language, and providing relevant responses.
What is a FAQ Chatbot?
A FAQ chatbot is a type of chatbot programmed to answer frequently asked questions. It acts as a first line of customer service, effectively addressing basic customer queries and leaving more complex issues for human agents. This greatly reduces the workload of customer service teams while providing quick and accurate responses to customers.
The Power of AI in Answering Questions
With advancements in AI technology, there now exist AI systems capable of answering complex questions. These systems, including TARS’ Tars Prime, IBM’s Watson and OpenAI’s GPT models, use Natural Language Processing (NLP) and Machine Learning (ML) to understand context, interpret queries, and provide accurate responses.
Such AI-powered solutions have revolutionized customer service, ensuring 24/7 availability and instant, personalized answers.
Understanding Context and Queries:
AI has advanced to a point where chatbots can comprehend context, interpret queries, and produce precise responses by utilizing NLP and Machine Learning (ML). These technologies empower them to understand not only language semantics but also the intent behind user queries.
Revolution in Customer Service:
This amalgamation of AI and ML has drastically altered the customer service landscape. Businesses can now offer customer service that is continuously available. AI-powered chatbots can provide instantaneous responses to queries, thus eliminating customer wait time.
Moreover, these chatbots offer personalized responses derived from user behavior and past interactions, achieving a level of personalization that was previously unreachable.
Therefore, AI-powered solutions, such as an AI based chatbot to answer FAQs, have pushed customer service to new heights. They ensure round-the-clock availability, instant responses, and an enhanced level of personalization that greatly improves the overall customer experience.
How to Create an AI-Based Chatbot to Answer FAQs
There are two ways to create AI-Based chatbots that can answer FAQs.
✅The first method is the traditional method where you have to manually create a CSV file and train the bot on the data in that file.
✅The second, more advanced method makes use of AI-chatbot-generators like Tars Prime where you can just upload resources and knowledge bases and the bot will train itself on that data and efficiently answer FAQs by referring to it.
I will take you through both these methods so that you can choose the one that seems easier to you.
Method 1: Creating AI-Based FAQ Chatbots Using CSV Files
Step 1: Create a List of common FAQs
Before you start creating the bot, make a list of the FAQs that you want the bot to answer. This can contain common customer support FAQs or other repetitive queries that you get from your clients.
Step 2: Separate the Questions by Intent
AI bots use intent-detection to understand questions asked in natural human language and then provide answers that match that intent.
Now what exactly is an intent? To put it simply, intent refers to the main objective behind any query. For example:
When one customer comes to the bot and asks “What is the warranty period for your product?” and another customer comes and types “Length of warranty?”; they are both showing the same intent which is – the desire to know the warranty period – but they are asking in different ways. The bot will see both questions and determine the core intent (warranty period) despite of the questions being asked differently.
In the traditional method the bot cannot derive intent from questions on its own. It has to be trained on this data. To train the bot, you have to manually separate questions by intent in an excel sheet. It will look something like this 👇
However, don’t think that you have to think of all the different ways a question can be asked to train the bot. You can simply provide 4-5 variations of a single question and specify the intent for them and the bot will be able to figure out the rest.
For example: If you want your AI bot to answer questions related to warranty periods, you can provide the following questions as examples:
“How long is the warranty period?” ”What is the length of warranty?” ”Length of warranty?” ”Warranty period?”
After you have added these questions, you can add the corresponding intent as “warranty period” in your excel sheet (as shown in the previous picture). Now even if a client comes and frames their question about the warranty period in a way that you have not specified, the bot will be able to capture the intent accurately as it has been trained on the example questions you provided.
Step 3: Train the Chatbot
Once you have added example questions and the corresponding intent in an excel sheet, you have to download it as a .csv file. This file now has to be uploaded to the bot so that the bot can be trained on it. Different chatbot-builders will have different methods for this, but this is how is looks like in the TARS builder 👇
Step 4: Provide Relevant Answers for Each Intent
This is the final step. Now all you have to do is provide the bot with the relevant answer for each intent. For example, you have to mention the warranty period of your product for the “warranty period intent”. This means that whenever someone asks any questions related to the warranty period, the bot will present the answer you provided for this intent.
Similarly, you have to provide relevant answers for all other intents, be it pricings, delivery time or other such topics. The bot will determine the intent from user questions and provide the answer that you have given for that particular intent.
With that, your FAQ bot is now ready. Remember to hit publish at the end.
🎯If you want to try making your own FAQ AI Chatbot, you can sign-up to the TARS dashboard for free and try it out. You can also schedule a free demo for an in-person consultation from our expert team.
Method 2: Generating AI-Based FAQ Chatbots with Tars Prime
Now this is a far simpler method that requires bare minimum effort from your end. With Tars Prime, all you need to do is upload the relevant data or knowledge base and the bot will capture all that information and automatically answer and end-user queries by referring to that information.
For example, let’s say you sell a product and your clients often have queries related to various aspects of the product such as – its price, or how to set it up or why a certain feature is malfunctioning. All you need to do is create a pdf that contains the answers to all these common questions and upload it in the Tars Prime tool. It will go through the data and easily answer all these common questions on your behalf.
Another example is when you already have all the information available on your website but clients have a hard time navigating it. So now your customer support team has to deal with these questions when the answers to them are already available on your website. In this case, all you need to do is upload your website URL to the Tars Prime tool, it will scrape all the information on it and easily answer all these client questions.
✅For detailed information and a step-by-step guide to using the Tars Prime tool click here 👉 How to Use Tars Prime
✅You can check out the tool here 👉 Try Tars Prime
✅Or you can save yourself all this trouble and schedule a free demo with our expert team and they will personally walk you through the entire process.
Top 10 Benefits of Using an AI Based Chatbot to Answer FAQs
🟢24/7 Customer Service: AI chatbots provide round-the-clock customer service, ensuring customer queries are answered at any time of day.
🟢Instant Responses: AI chatbots can provide immediate responses to customer queries, reducing wait time and increasing customer satisfaction.
🟢Scalability: AI chatbots can easily handle a large number of queries simultaneously, allowing businesses to scale their customer service efforts without additional manpower.
🟢Cost-Effective: AI chatbots are more cost-effective in the long run compared to hiring additional customer service personnel, saving businesses money.
🟢Consistent Service: AI chatbots provide consistent responses, ensuring every customer receives the same high-quality service.
🟢Personalized Interactions: AI chatbots make use of past interactions to provide personalized responses, improving the overall customer experience.
🟢Data Collection: AI chatbots can be used to collect valuable data from customer interactions, providing businesses with insights to improve their products or services.
🟢Reduced Human Error: AI chatbots eliminate the risk of human error in providing responses to frequently asked questions.
🟢Efficient Customer Support: AI chatbots can filter queries and pass on more complex issues to human agents, allowing for more efficient customer support.
🟢Improved Customer Engagement: AI chatbots engage customers in interactive conversations, improving customer engagement and brand loyalty.
Evaluating the Effectiveness of Your FAQ Chatbot
Assessing the success of your AI based chatbot to answer FAQs is critical to ensuring that it is providing value and meeting your customer service goals. To do this, you can monitor several Key Performance Indicators (KPIs) and use these metrics to make necessary adjustments. Here’s a more detailed look at some of these metrics:
🎯Response Accuracy: This is to measure how often the chatbot provides correct and relevant responses to customer queries. High response accuracy shows that your chatbot is well-trained and understands the FAQs it has been programmed to answer.
🎯Customer Satisfaction Score (CSAT): This is derived from customer feedback, typically collected through surveys. A high CSAT score suggests that customers are finding the chatbot helpful and user-friendly.
🎯Resolution Rate: This measures the percentage of queries that the chatbot successfully resolves without human intervention. A high resolution rate can reduce the load on your customer service team and increase efficiency.
🎯Response Time: This tracks how quickly the chatbot responds to customer queries. Faster response times can enhance the customer experience and lead to higher satisfaction levels.
🎯Engagement Rate: This assesses the degree of customer interaction with the chatbot. High engagement could indicate that the chatbot is providing value and keeping customers interested.
🎯Retention Rate: This measures the number of repeat users. If customers consistently interact with your chatbot, it is a good indication that they find it useful.
🎯Self-service Rate: This KPI shows the percentage of users who resolve their issues using the chatbot without requiring any human assistance. A higher self-service rate indicates that your chatbot is effectively reducing the workload on your customer service team.
🎯Conversion Rate: This is to measure how many customers are converting or performing a desired task after engaging with the chatbot. This can include bookings or buying a product and other similar activities.
The TARS dashboard provides detailed analytics to keep track of all of these metrices so that you can easily calculate your ROI 👇
Let Us Help You Get Started
Need an AI based chatbot to answer FAQs? We can help. Simply Schedule a free demo and our team of in-house experts will personally walk you through the entire process and help you get started.
Here is what we offer:
✅AI chatbot solutions tailored to your unique business needs.
✅An expert team that will take care of the entire process form planning and creation to testing and deployment.
✅Sincere post-sales service to take care of any changes you might require in the future and to ensure the bot is working as intended and helping you meet your KPIs.
✅Proper training to your staff/employees so that they can handle the bot and the Tars dashboard.
✅Omnichannel chatbots that can be integrated with websites, mobile apps and even text messages.
✅Numerous different pricing plans catered to your specific requirement so you only pay for what you need and don’t incur any additional costs.
Schedule a free demo today to join the AI revolution.
I am a creative thinker and content creator who is passionate about the art of expression. I have dabbled in multiple types of content creation which has helped me explore my skills and interests. In my free time, I indulge in watching animal documentaries, trying out various cuisines, and scribbling my own thoughts. I have always had a keen interest in blogging and have two published blog accounts spanning a variety of articles.