Chatbots are interlocutor programs that answer user questions in verbal dialogue or correspondence, help find information and execute various commands. They can be a useful tool, but when interacting with them it is important to follow a few rules – otherwise the dialogue turned out to be useless. This was told socialbites.ca by Dmitry Siluyanov, director of digitalization of customer service of the Digital Economy League.
According to the expert, in order for a chatbot to respond quickly and accurately, you need to make precise requests. The more specific the phrases, the more accurately the bot will respond.
“For example, if you want to know the balance, you should write “My Balance”. The “Tell me what’s in there” message might be a bad idea—the chatbot may not understand what it’s about, Siluyanov said.
The official noted that it is important to comply with the norms of the Russian language.
“Modern everyday language dictionaries, in combination with a neural network, allow bots to accurately recognize text even with typos, but a correctly formulated request is a guarantee of a correct response. Remember that some words have several meanings – you must use them in the right context,” he stressed. expert.
It is not uncommon for users to provide the chatbot with too many details that are not necessary to complete the request.
“This is a mistake, because excess text can confuse the bot and reduce the probability of a correct answer,” the expert said.
Siluyanov warned that it is important to follow instructions, as breaking the protocols will certainly lead to incorrect responses.
“Chatbots’ abilities are limited to pre-built scenarios, so you shouldn’t try to do something unintended with their help. For example, if a chatbot can only show product options upon request, you should not try to order through it.”
Previously reportedChatbots were suspected of stealing users’ personal data.