I wondering if anyone has tried to use live chat interactions with a CRM to train a bot?
A live chat agent on average has about 15 different types of enquires that come in, and she has 15 different buttons for each one. When someone contacts her saying “I cant get into my account I’ve forgotten my password” she hits the ‘change password’ button on the CRM.
This not only takes her through to the next page on her CRM screen that tells her how to help the customer, it also logs the intent that “I cant get into my account I’ve forgotten password” means ‘change password’.
A chatbot running in the background seeing the ‘change password’ button being hit in response to thousands of live chat requests = a chatbot that can understand this intent 100% of the time with no one having to take time out to do dedicated supervised learning for this enquiry.