{"id":13386,"date":"2025-02-20T12:34:02","date_gmt":"2025-02-20T17:34:02","guid":{"rendered":"https:\/\/www.protrainings.com\/blog\/?p=13386"},"modified":"2025-02-16T12:41:32","modified_gmt":"2025-02-16T17:41:32","slug":"protrainings-chatbot-challenges-outcomes-potential-ai-customer-support","status":"publish","type":"post","link":"https:\/\/www.protrainings.com\/blog\/protrainings-chatbot-challenges-outcomes-potential-ai-customer-support\/","title":{"rendered":"How AI is Transforming Customer Support: ProTrainings\u2019 Journey to Better Life Saving Training"},"content":{"rendered":"\n<p>Do you ever feel like artificial intelligence (AI) is everywhere? It&#8217;s in our email inboxes, on our favorite websites, and even all over our social media pages. Yet, we\u2019ve only begun to explore its potential to transform our daily lives and the world around us.<\/p>\n\n\n\n<p>Here at ProTrainings, we\u2019re tapping into AI\u2019s potential to make health and safety training more accessible, effective, and user-friendly because, at the end of the day, life matters. <a href=\"https:\/\/www.protrainings.com\/blog\/building-better-support-chatbots\/\" target=\"_blank\" rel=\"noreferrer noopener\">Our AI customer support chatbot<\/a>, powered by a large language model (LLM), is designed to solve users\u2019 problems as accurately and efficiently as possible. Though the journey has its challenges, we\u2019ve already seen remarkable outcomes\u2014and we\u2019re just getting started.<\/p>\n\n\n\n<p>Here, we\u2019ll share some of the challenges we\u2019ve faced while developing our AI support chatbot, the real-world impact it\u2019s already making, and how we believe it will shape the future of lifesaving training.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Challenges of Building AI Chatbots<\/h2>\n\n\n\n<p>Creating a reliable AI customer support chatbot is no small feat. It requires constant learning, adaptation, and collaboration\u2014both from the chatbot and from us. While we\u2019ve made significant progress \u2013 particularly in using <a href=\"https:\/\/www.protrainings.com\/blog\/hallucination-problem-use-ai-based-learning-tools-wisely\/\" target=\"_blank\" rel=\"noreferrer noopener\">retrieval augmented generation (RAG)<\/a> to guide the chatbot in answering customer inquiries accurately \u2013 we\u2019ve also encountered several hurdles.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><em>Referencing the Right Knowledge Base<\/em><\/strong><\/h3>\n\n\n\n<p>One of our biggest challenges has been ensuring the chatbot references the correct, most up-to-date information from our knowledge base. When it does, it answers questions correctly. However, sometimes the chatbot relies on outdated training data instead, leading to inaccurate responses.<\/p>\n\n\n\n<p>For instance, if someone asks about OSHA compliance requirements, the chatbot might give an outdated response unless it\u2019s explicitly directed to check the latest guidelines. To address this:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Preloading Answers for Common Questions<\/strong>: For questions with consistent answers\u2014like \u201cHow do I reset my password?\u201d\u2014we\u2019ve preloaded answers to ensure accuracy.<\/li>\n\n\n\n<li><strong>Dynamic Lookups<\/strong>: We\u2019ve instructed the chatbot to always look up answers for certain categories, such as certification requirements, to avoid relying on old data.<\/li>\n<\/ul>\n\n\n\n<p>Still, the chatbot\u2019s training data can be useful for timeless inquiries, such as principles of effective customer service. For example, it often recognizes when users are attempting to cheat on tests and tactfully refuses to provide answers, even without explicit programming for each question.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><em>Understanding Inconsistent Responses<\/em><\/strong><\/h3>\n\n\n\n<p>Not all LLMs are deterministic, so there\u2019s no guarantee that the same prompt will produce the same response every time. This is because LLMs have many \u201cweights,\u201d or variables, that determine their behavior, many of which are created by reinforcement learning through thousands and thousands of prompts from developers and users.&nbsp;<\/p>\n\n\n\n<p>Just like you can\u2019t open up a person\u2019s brain to see what they\u2019re thinking, we simply have no way to fully understand what causes LLMs to make decisions about certain responses.&nbsp;<\/p>\n\n\n\n<p>For example, sometimes minor language changes \u2014 such as asking \u201cCan I do this?\u201d instead of \u201cHow do I do this?\u201d or saying \u201cPlease do this\u201d instead of \u201cDo this now\u201d \u2014 make a huge difference to how the LLM responds.&nbsp;<\/p>\n\n\n\n<p>Right now, we don\u2019t understand exactly why this happens or how to avoid such inconsistent responses. However, observing these patterns does help us identify areas for improvement in our developmental processes.&nbsp;<\/p>\n\n\n\n<p>We\u2019ve worked to minimize inconsistencies by engineering prompts that balance context with simplicity. Moving forward, we\u2019re exploring options like specialized chatbots for different types of inquiries, ensuring more precise answers for every user.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The ProTrainings Chatbot in Action<\/h2>\n\n\n\n<p>Despite these challenges, our chatbot has already delivered impressive results, improving both efficiency and accessibility for lifesaving training.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><em>Real-World Examples of Success<\/em><\/strong><\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Understanding Intent<\/strong>: When a user enters a typo in their email address or submits a poorly worded question, the chatbot uses context clues to resolve the issue\u2014often more effectively than a human agent could.\n<ul class=\"wp-block-list\">\n<li><em>Example<\/em>: A customer typed, \u201cIs this certified by OSHA,\u201d and the chatbot clarified that while OSHA doesn\u2019t certify courses, our training meets OSHA requirements.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Providing Contextual Responses<\/strong>: The chatbot tailors its answers based on the user\u2019s location on our website.\n<ul class=\"wp-block-list\">\n<li><em>Example<\/em>: If a customer on the Pet First Aid Certification page asks about pricing, the chatbot provides specific fee details for that course.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>24\/7 Support<\/strong>: Since launching the chatbot, it has handled 2,460 chats outside of regular business hours\u2014even on holidays and weekends\u2014providing critical support when human agents aren\u2019t available.<\/li>\n\n\n\n<li><strong>Language Accessibility<\/strong>: The chatbot\u2019s ability to communicate in multiple languages enables us to assist users worldwide, helping bridge language barriers in lifesaving training.\n<ul class=\"wp-block-list\">\n<li><em>Example<\/em>: A user in Spain received detailed guidance on accessing their CPR certification entirely in Spanish.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Human Collaboration<\/strong>: By reducing repetitive inquiries, the chatbot has allowed our human agents to focus on more complex projects, leading to an 84% drop in chats forwarded to humans. This shift has empowered our team to enhance their skills and work on strategic initiatives.<\/li>\n<\/ol>\n\n\n\n<p>For us, AI chatbots aren\u2019t just a cost-cutting measure. They\u2019re about providing a better experience for our end users while freeing up our human agents to focus on higher-level tasks.<\/p>\n\n\n\n<p>While the overall number of chats has remained roughly the same following the launch of our chatbot \u2014 3,804 chats in August and September versus 3,674 chats in October and November \u2014 the number of chats that have had to be forwarded to human agents during that time has decreased from 1,094 to 181. That\u2019s an 84% drop!<\/p>\n\n\n\n<p>With all that extra time, our human agents have been able to work on complex projects instead of answering the same five questions over and over. Not only are they putting their time to better use, but they\u2019re also developing new professional skills \u2014 all without sacrificing quality support for our customers.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Future of Health &amp; Safety Training<\/h2>\n\n\n\n<p>In the health and safety training industry, staying current with rapidly evolving standards is essential. At ProTrainings, we\u2019re committed to leveraging AI to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Provide up-to-date training that reflects the latest medical and safety guidelines.<\/li>\n\n\n\n<li>Improve access to training resources for individuals and organizations globally.<\/li>\n\n\n\n<li>Ensure customer support is available anytime, anywhere, in any language.<\/li>\n<\/ul>\n\n\n\n<p>By embracing AI, we\u2019re not just improving our services\u2014we\u2019re redefining what it means to equip people with lifesaving skills. Whether it\u2019s delivering CPR instructions in multiple languages or helping users navigate certification requirements seamlessly, our chatbot is a testament to the power of technology in saving lives.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Tip of the Iceberg<\/h2>\n\n\n\n<p>AI has come a long way in revolutionizing customer support and training, but this is just the beginning. At ProTrainings, we\u2019re committed to pushing the boundaries of what\u2019s possible\u2014because when it comes to saving lives, there\u2019s no room for complacency.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.linkedin.com\/company\/protrainings\/\">Follow us on LinkedIn<\/a> to stay updated on our journey and see how we\u2019re making health and safety training more accessible and impactful for everyone.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Do you ever feel like artificial intelligence (AI) is everywhere? It&#8217;s in our email inboxes, on our favorite websites, and even all over our social media pages\u2014and we\u2019ve really only begun to explore its potential to transform both our daily lives and the world around us. Here are some of the challenges we\u2019ve faced while developing our AI support chatbot, as well as the potential this technology holds for improving customer service, efficiency, and accessibility for lifesaving training. <\/p>\n","protected":false},"author":4,"featured_media":13387,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_focuskw":"AI is Transforming Customer Support","_yoast_wpseo_title":"%%title%% %%page%% | %%sitename%%","_yoast_wpseo_metadesc":"Challenges of developing an AI support chatbot, as well as its potential for improving customer service, efficiency, and accessibility for lifesaving 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