Questions to Ask When Evaluating a Generative AI (LLM) Chatbot Provider


As businesses navigate the ever-changing world of customer service, the use of ChatGPT, generative AI, and large language models (LLMs) is becoming increasingly important. Especially in customer service. But with great power comes great responsibility, and that’s why it’s crucial to ask the right questions when considering a chatbot provider.

One of the main risks with LLMs is that they can sometimes provide incorrect information, leading to unhappy customers and damage to your brand reputation. To prevent this from happening, it’s important to work with a chatbot provider that has a strong data science team and understands how to create a knowledge base that’s specific to your brand.

At Simplr, we believe that 90% of customer service interactions will be automated by 2033. However, we also know that there are some risks involved. That’s why we’ve put together a guide that highlights the eight most important questions you should ask when evaluating a chatbot provider.

Questions include:

  1. What is your protocol for preventing the bot from giving a false discount?
  2. Will our bot be fully managed by you? If not, please describe the scope of your involvement with the bot’s day-to-day management.
  3. How will you create a knowledge base? How do you plan on keeping the LLM trained up and within established guidelines?

We know that transitioning from human labor to automation can be a daunting task, but with the right partner, the benefits of LLMs can be huge. By asking the right questions and partnering with the right experts, you can ensure that your customer service is top-notch and your customers are happy.