Optimize AI Support with Effective Sample Questions

Discover essential sample questions to enhance your AI customer support testing. Learn how to effectively evaluate AI solutions with real-world examples from support tickets.

Optimize AI Support with Effective Sample Questions
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Nov 9, 2024 07:31 PM
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If you are looking at AI customer support solutions and putting together a set of 'sample questions' to test it (if not, you should...) Here are the types of questions you should include:

(Make sure all of these are real examples from your historic support tickets or conversations)
 
  • Simple questions:Obvious, common questions, easily answered from docs
  • Complex questions:Questions that may require looking up multiple knowledge snippets
  • Greetings:"Hello", "Hi", "How's it going?" (you'd be surprised on the responses you can get here...)
  • Vague questions:Questions that on their own don't make sense without a follow up question or piece of information.
  • Technical questions:Questions that require interpretation of code for example
  • Questions that only have one answer hidden in your docs:Needle in a haystack test - can it find the tiniest details from your docs?
  • Questions about your competitor:Asking which product is better or just for general competitor info
  • Questions about things that are off-topic:General knowledge questions (people will try and use it as ChatGPT)
  • Multi-part questions:Questions which are actually multiple questions in one
  • Troubleshooting questions:Questions that will require the AI to work out what an issue is and then provide a solution
 
You are aiming for between 50 and 250 to test with, depending on the variety of questions and complexity of your documentation (the more tickets you have and the more complex they are, the closer to 250 you'll want)
 
Also, one final tip: Do not clean your questions up, or edit them, just copy and paste them into a spreadsheet as they come, it'll make for a more realistic test.
 
#customersupport#customersuccess #customerservice #csleaders #aiincustomersupport #aisupport

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Written by

Mike Heap
Mike Heap

Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.