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Chatbot QA is Essential – Here’s How to Automate it

Quality assurance4 MIN READJul 24, 2023

Generative AI is breaking swift ground in chatbot capabilities. Its remarkable ability to generate conversations, solve problems, and even produce correct lines of code has opened up a new era in human-machine communication. 

Traditional chatbots often fell short, restricted to handling basic queries, and lacking the finesse to engage in complex, two-way dialogues with users. 

Newer chatbots can actually do what they say on the tin: chat.
But therein, also, lies the rub.

Klaus telling robo-cats not to run before they can walk.

Even the best bots have blindspots 

While we can celebrate chatbots’ progress in delivering more sophisticated and satisfying conversations, it is also crucial to recognize their fallibility. 

Common chatbot issues

  1. Falsified truths
    Due to the nature of generative AI, chatbots cannot themselves distinguish between fact and falsehood. This means that a chatbot needs to be trained regularly.

  2. Question misinterpretation
    Ambiguous or unusual questions may cause the chatbot to produce incorrect information (see above!).

  3. Lack of empathy
    Customers crave compassion in certain circumstances, and chatbots cannot replicate the literal human connection.

Hence, quality assurance for chatbots becomes essential to ensure reliability, accuracy, and an organic, seamless user experience.

With any large language model, if you use it generatively, there’s always a chance for a hallucination. You can lessen the chance, but you can’t get rid of it. Essentially, such a model is a massive matrix that computes the probability of each word, then the next word, and the next. The matrix has no cognitive powers, it is simply expert at chit chat.

This is where the newest AutoQA development steps in. 

Automating chatbot QA

Our upcoming AutoQA update will:

  • Distinguish between bot conversations and agent conversations (and allow you to filter between the two)
  • Assess bot interactions against AutoQA categories
  • Compare human and chatbot performance
  • Identify necessary improvements to enhance the chatbot’s performance.
Want to join the waitlist for this new feature?

Register your interest

Download The Future of Conversations [ebook]

By automatically deciphering which chats involve your chatbot, Zendesk QA (formerly Klaus) segments them from the customer service agent interactions. This lets you evaluate their performance independently.

Chatbot conversations can be scored across all AutoQA categories.

This deep dive will give you valuable insights into how well the bot handles different user interactions, like providing info, answering questions, and solving issues. So you can jump in and see where they’re going right. Or take action if they’re going wrong.

60% of customers are frequently disappointed with chatbot experiences.
Yet only 9% of businesses admit to having a clear chatbot strategy. 

The art of perfecting a chatbot flow with QA

Crafting a well-designed conversation flow means mapping out every possible user journey with the precision of a cartographer.

QA plays a pivotal role, where reviews help you stress-test the flow from every angle to uncover pitfalls, and adjust accordingly. 

To maximize customer satisfaction, you need to understand how to weigh the technological scales. How much do your customers want their customer support to be automated? Giving the chatbot too much power leads to disgruntled customers. Not giving them enough can weigh too heavily on your team of skilled customer service agents.

Klaus looks in the mirror to reflect

So perfecting a chatbot flow is a dynamic journey of development. 

QA ensures the chatbot evolves into a truly responsive and intuitive conversational partner. But if the chatbot quality assurance process adds increasing responsibilities to a QA analyst or team lead, it defeats the purpose of engaging a chatbot to reduce manual labor. 

We look forward to helping you perfect the chatbot experience!

Read more about AutoQA here. 

Written by

Author profile
Grace Cartwright
Grace is perpetually working on a book titled, "Why are mosquitoes?" In her free time, she writes for Klaus.

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