Tra le 10 figure professionali con il più alto tasso di crescita il Corriere annovera l’ Artificial Intelligence specialist che tra le sue competenze include Machine learning, Artificial intelligence e Neural Networks. Questo specialista dell’AI sembra avere molto in comune con il Botrainer!
Implementare il proprio customer service con un Chatbot comporta una serie di vantaggi non trascurabili in termini di customer experience, ad esempio l’assistenza che l’utente riceve 24 ore su 24 e 7 giorni su 7, in qualsiasi periodo dell’anno. Per fare questo però è necessario che il bot sia addestrato al meglio e per questo è fondamentale l’ausilio di un valido Botrainer. Il Botrainer è una figura professionale esperta di linguistica computazionale e di Machine learning le cui mansioni riguardano la creazione e implementazione di Chatbot e il training manutentivo ed evolutivo dello stesso.
Entrando nel vivo:
un’azienda potrebbe voler integrare i propri servizi con un assistente virtuale e per questo rivolgersi ad un Botrainer. Il cliente verrà dunque supportato nella scelta del motore semantico più adeguato e sarà affiancato nella costruzione di flussi conversazionali. Il Botrainer seguirà inoltre l’intero processo di configurazione, dallo studio del dominio di competenza fino all’implementazione.
Anche dopo il suo lancio, un bot ha bisogno di un costante lavoro di aggiornamento e affinamento (per usare termini tecnici, di training manutentivo ed evolutivo). Anche in questo caso abbiamo bisogno di un Botrainer! Egli potrà occuparsi del monitoraggio e degli interventi manutentivi ed evolutivi periodicamente. In alternativa o complementarmente potrà offrire servizi di formazione e affiancamento del personale aziendale per garantire una gestione self-service.
Abbiamo visto fin qui la fase “creativa” di un Botrainer, ma il suo lavoro non si esaurisce con questa fase. Infatti può essere utile anche a chi è già in possesso di un bot ma non è soddisfatto delle sue prestazioni oppure rileva dei malfunzionamenti come l’incomprensione delle richieste. Questo bug è riconducibile a vari fattori, tra cui un training set poco accurato; in questo caso il Botrainer analizzerà accuratamente il bot, attraverso una diagnosi completa del training set, del motore semantico utilizzato e della misurazione delle performance, con lo scopo di migliorare in tutto e per tutto la qualità dell’interazione e lo stato di salute dell’assistente virtuale.
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