Effective Conversational AI Chatbots that work vn

PART 1 FRAMEWORK FOR IMPROVING CONVERSATIONAL AI .......... 1

1 ■ What makes conversational AI work? 3

2 ■ Building a conversational AI 23

3 ■ Planning for improvement 44

PART 2 PATTERN: AI DOESN’T UNDERSTAND .............................. 77

4 ■ Understanding what your users really want 79

5 ■ Improving weak understanding for traditional AI 105

6 ■ Enhancing responses with retrieval-augmented generation 135

7 ■ Augmenting intent data with generative AI 170

PART 3 PATTERN: AI IS TOO COMPLEX .................................... 191

8 ■ Streamlining complex flows 193

9 ■ Harnessing context for an adaptive virtual assistant

experience 207

10 ■ Reducing complexity with generative AI 230

PART 4 PATTERN: REDUCE FRICTION ....................................... 249

11 ■ Reducing opt-outs 251

12 ■ Conversational summarization for smooth handoff 278