Understanding How Your ChatBot Works

This article explains the basics of how your ChatBot works and provides guidance to help you build and maintain it effectively

How Your ChatBot Works

Your ChatBot is a powerful tool designed to enhance your customer service experience, saving you time and effort while ensuring your customers receive prompt, accurate responses. 

Your ChatBot is powered by a Large Language Model (LLM) and uses your business’s unique content to generate personalised, helpful responses. These responses are crafted by combining two essential elements:

1. The Large Language Model – This serves as your ChatBot’s "brain," enabling it to understand customer queries and generate conversational responses.
2. Your Business Content – This includes FAQs, product descriptions, and other curated content, which act as the ChatBot’s "knowledge."

When a customer asks a question (e.g., "Can we change our booking time please"), the LLM identifies relevant information from your content. By analysing keywords and context, the ChatBot crafts a response using the most pertinent data available.

Visualising the Process

Each of these steps happens in seconds, creating a seamless chat experience for your customers. To visualize this process, let's break it down: 

 

 

Note: ChatBot responses will not always copy your content word-for-word. Instead, they’re designed to deliver concise, conversational answers. Learn more about Adding and Editing ChatBot Content. 

 

---

 

Building a Successful ChatBot

Your ChatBot has the potential to be your best employee – but its success depends on the tools and support you provide. Here are three essential things your ChatBot needs to thrive: 

1. Quality Content

Just as a new hire needs proper training, your ChatBot requires accurate, comprehensive information to succeed. Well-crafted FAQs and detailed product descriptions form the backbone of its knowledge. You can add/edit FAQs and Product Description in the ChatBot Content tab.

2. Regular Performance Reviews

Continuous improvement is key. Use the Conversations and Chat Logs tabs in Yonder to review how your ChatBot is performing. Look for areas where it excels and identify opportunities for improvement.

3. Consistent Updates

Your ChatBot needs to be updated with your business changes. Whether you’re introducing a new product, running a promotion, or retiring outdated content, keeping your ChatBot’s knowledge current ensures accuracy and consistency in responses.

 

---

 

Partnering with Yonder

Building and maintaining a ChatBot is a collaborative effort. At Yonder, our Customer Support Team will help you lay the foundation for success, while equipping you with the tools and knowledge to manage updates and monitor performance. Together, we’ll ensure your ChatBot remains a powerful asset for your business.

 

---

 

Frequently Asked Questions

Where can I find my ChatBot content?
Your ChatBot's content is managed in the Content tab. From there, you can add, edit, or update your ChatBot content to ensure your ChatBot has accurate and comprehensive information.

Will my ChatBot's responses always match my FAQ content exactly?
Not always. Your ChatBot generates conversational answers based on your content, so responses may vary unless you've set the answer as a Fixed Response. Fixed Responses are repeated exactly as written, while Dynamic Responses are adapted to suit the customer’s question and context.

How often should I update my ChatBot's content?
Updates should be made whenever your business information changes, such as new product launches, promotions, or policy updates. Regular reviews are recommended to ensure accuracy.

What tools are available to help me monitor my ChatBot’s performance?
You can use the Conversations and Chat Logs tabs in Yonder to track and analyse conversational performance and get insights for refinement. To monitor quantitative data like conversions metrics, head to the Reports tab.

Have questions? Contact support@yonderhq.com