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How to Implement AI-Powered Chatbot?

By: Author Alex Lim

Posted on

Categories Artificial Intelligence

Tools Needed

Step 1: Define Chatbot Goals and Use Cases

1) Identify the primary objectives for the chatbot:

  • Answer FAQs.
  • Route customer queries.
  • Collect lead information.
  • Provide basic troubleshooting.

2) Map out key use cases and customer journeys:

E.g. “Customer wants to know pricing” or “User needs help resetting a password.”

3) Compile a list of common customer questions and ideal responses using Google Sheets.

Step 2: Train The Chatbot

1) Prepare Training Data:

  • Use the compiled FAQs and responses in Google Sheets as the foundation.
  • Include multiple variations of each question to improve recognition.

2) Set Up ChatGPT API:

  • Use ChatGPT (GPT-4 Turbo API) to train the chatbot.
  • Fine-tune responses to match your brand’s tone and messaging.

Sample Prompt for ChatGPT Training:

"You are a chatbot for [Company Name]. Your role is to assist users with:
FAQs about [Product/Service].
Basic troubleshooting for [Issue].
Routing advanced queries to live support.
Maintain a [professional/casual/friendly] tone in responses.
Example Question: 'How do I reset my password?'
Example Response: 'Click on “Forgot Password” on the login page and follow the instructions."

Step 3: Integrate the Chatbot with Customer Support Tools

1) Connect ChatGPT API with your live chat tool (e.g., Intercom or Zendesk).

2) Set up workflows using Zapier.

  • Automatically log customer conversations into HubSpot CRM.
  • Escalate complex queries to a live agent based on predefined rules (e.g., “I need to speak to someone”).

3) Test the chatbot’s functionality across channels (e.g., website chat widget, social media, or email).

Step 4: Automate Query Routing and Lead Collection

1) Program the chatbot to recognise when to:

  • Answer directly (e.g., FAQs).
  • Collect customer information (e.g., name, email, query type).
  • Escalate to a live agent.

2) Store lead information in HubSpot CRM via Zapier for follow-up and nurturing.

Step 5: Monitor Performance and Gather Feedback

1) Use the chatbot’s logs and Google Sheets to track:

  • Query volume.
  • Resolution rates.
  • Common unanswered questions.

2) Input this data into ChatGPT for analysis:

Sample Prompt for ChatGPT:

"Here are 50 customer interactions the chatbot couldn’t resolve.
Analyse the patterns and suggest improvements to the chatbot’s training data."