Question 1

1. What is chat deflection, and how is it measured?

Accepted Answer

Chat deflection refers to the ability of AI tools to address customer inquiries without needing human assistance. It’s usually represented as a percentage of support interactions managed by AI rather than live agents. For example, Duolingo achieved an impressive 80% chat deflection rate after adopting a new AI vendor.

Question 2

2. How do you keep an AI support bot’s answers up to date automatically?

Accepted Answer

To ensure an AI support bot always delivers up-to-date answers, you can take a few key steps: Connect it with knowledge base automation: This allows the bot to pull the latest information directly from a centralized source. Enable continuous learning: By feeding the bot new data regularly, it can adapt to changes and provide more accurate responses. Incorporate human-in-the-loop processes: Having humans review and verify responses ensures accuracy and keeps the bot aligned with user expectations.

Question 3

3. What should you check before switching AI vendors for live chat?

Accepted Answer

Before moving to a new AI vendor for live chat, it's essential to weigh a few critical factors: Security, Technology Compatibility, Vendor Track Record, Support During Transition, Compliance. Taking these steps can help ensure the transition goes smoothly and that the quality of your live chat support remains intact.

What Helped Duolingo English Test Reach 80% Chat Deflection

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