Post-Implementation Processes for AI Chatbots

Overall Implementation Strategy

We recommend a quality-focused, phased post-implementation process.

Phase 1 (Immediately After Implementation) - Quality Assurance

Data Preparation and Organization

  • Organize existing FAQs and manuals with attention to readability
  • Thoroughly check information for accuracy and currency
  • Verify comprehensive coverage of common question patterns

Initial Implementation Operations

  • Learn using URL Retriever or Document Retriever
  • Escalate unanswerable questions to human operators
  • Record questions that AI cannot handle (conversations with AI chatbots are recorded as LiveAgent tickets)

Phase 2 (1-2 months later) - Improving Data Quality

Inquiry Analysis

  • Analyze actual inquiry content
  • Identify frequent questions and add them to FAQs

Content Improvement

  • Identify and improve ambiguous expressions and insufficient information
  • Evaluate content using readability tools and simplify, shorten, and restructure text
  • Update to accurate, business-appropriate information
  • Expand FAQ and knowledge base

Phase 3 (3 months and beyond) - Continuous Quality Management

Regular Updates

  • Set up regular crawling schedules using scheduling features
  • Continuous content expansion
  • Test readability and re-evaluate improvement levels

Quality Maintenance

  • Regular accuracy checks of information
  • Addition of new inquiry patterns
  • AI response accuracy improves, significantly enhancing self-service resolution rates

Expected Implementation Benefits

  • First Contact Resolution (FCR) improves by up to 28%
  • Response time reduced by up to 73%
  • Customer Satisfaction (CSAT) improves by 10 points
  • Inquiry handling volume reduced by up to 52%

Quality Management Key Points

  • Recognize that poor data quality is the biggest challenge in AI implementation
  • Focus on improving “quality” rather than increasing “quantity”
  • Understand that insufficient information and ambiguous expressions directly impact response accuracy
  • Establish processes for regular review and updates