Human-in-the-loop validation is critical for chatbot owners

New research from text analytics specialists, Warwick Analytics, shows that 59% of businesses who have a chatbot are unsatisfied with its performance. When discussing the technical challenges respondents faced trying to improve their own chatbots, the most common issues were improving containment rates (90%), reducing errors (83%), and developing the responses for the chatbot (79%). More significantly, an overwhelming 93% believed that human validation and/or curation was important to maintain and improve the performance of their chatbots. Dan Somers, CEO of Warwick Analytics, says: "Achieving the right level of human-in-the-loop input is key for chatbot owners and managers. Human validation is required for accuracy and improvement but if too much is required then a business may as well have a human service desk. It's all about finding the right technology that minimises the human intervention required but still increases accuracy."