Measure Chatbot Customer Effort Using Disambiguation & Auto Learning

Gauge Expended Customer Effort For Problem Solving

Introduction

What Is Disambiguation?

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The user is presented with a few options which might be applicable to an ambiguous statement.

What Is Auto Learning?

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For the same utterance “paying loan” the Option Pay automatically moves up in the Disambiguation menu.
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A practical example of a disambiguation menu.

What Is Customer Effort?

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From this graph it is evident that the Customer Effort to reach the Pay Node/Dialog is much higher than the Take Loan node.
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This graph shows the number of clicks expended by the user to achieve their objective.
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Customer Effort can be displayed per dialog node over time.
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Customer Effort over time decreasing during the time auto learning was applied.
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Conclusion

Written by

NLP/NLU, Chatbots, Voice, Conversational UI/UX, CX Designer, Developer, Ubiquitous User Interfaces. www.cobusgreyling.me

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