Chatbots That Don't Guess: Grounding AI in Customer Service

Description and use

<h1> Chatbots That Don't Guess: Grounding AI in Customer Service </h1> <h2> A support bot should answer only from reviewed content, cite its source, and say so when it doesn't know. Here's how to design and test for that. </h2> <p>If you build or buy a chatbot for customer service, the single most important design decision is not the model. It's <strong>where the bot is allowed to get its answers</strong>. A bot that answers freely can sound confident and still be wrong, and the company, not the vendor, has to stand behind every answer it gives a customer.</p> <h3> What "grounded" means </h3>

Problem

<h1> Chatbots That Don't Guess: Grounding AI in Customer Service </h1> <h2> A support bot should answer only from reviewed content, cite its source, and say so when it doesn't know. Here's how to design and test for that. </h2> <p>If you build or buy a chatbot for customer service, the single most important design decision is not the model. It's <strong>where the bot is allowed to get its answers</strong>. A bot that answers freely can sound confident and still be wrong, and the company, not the vendor, has to stand behind every answer it gives a customer.</p> <h3> What "grounded" means </h3>

Outcome

<h1> Chatbots That Don't Guess: Grounding AI in Customer Service </h1> <h2> A support bot should answer only from reviewed content, cite its source, and say so when it doesn't know. Here's how to design and test for that. </h2> <p>If you build or buy a chatbot for customer service, the single most important design decision is not the model. It's <strong>where the bot is allowed to get its answers</strong>. A bot that answers freely can sound confident and still be wrong, and the company, not the vendor, has to stand behind every answer it gives a customer.</p> <h3> What "grounded" means </h3>

Evidence

Chatbots That Don't Guess: Grounding AI in Customer Service

Source