Machine learning (ML) lends itself to modern chatbot solutions in a number of ways. Human-in-the-loop (HITL), for example, redirects complex inquiries to dedicated staff when a chatbot can’t locate helpful information. Once the question is satisfied, ML takes over—adding the answer to the bot’s knowledge repository without human intervention.
Another way ML is applied to chatbots is through user feedback. As customers and teammates converse with a bot, they’re able to rank the answers provided according to their usefulness. Chatbots can then redirect their responses based on the feedback given.