Building a Bot to Answer FAQs: Predicting Text Similarity

In our previous tutorial on customer support bots, we trained a bot using the Custom Collection API to direct customers to the team member who is best suited to assist them with their problem or query. The bot improved our team's response times as we no longer had to rely on a human facilitator (who also plays many other roles in our company #startuplife) to do the job. However, we're generally only able to respond during our office hours of 11am-7pm EST, so there's still lag for inquiries outside of that period. How can we improve this? Build a bot to answer frequently asked questions, reducing lag time for more customers and ensuring our engineers don't need to spend more time than necessary away from the products we're building for you:).