Choosing the right conversational AI vendor can feel like a daunting task, especially with so many options available. To help you make an informed decision, we’ve put together a list of 20 key questions to ask any vendor you’re evaluating. These questions cover essential areas like technology, trust, product features, and service, ensuring you find a solution that truly meets your needs.
Technology
Goal: To comprehensively understand the AI’s architecture, training methodology, and operational mechanisms.
Questions:
- How does your platform integrate Natural Language Processing techniques with recent generative AI advancements?
- Can you describe your approach to semantic understanding and contextual analysis within conversations?
- Which specific Large Language Models does your solution leverage, if any? What strategies do you employ to prevent Large Language Models from generating ‘hallucinated’ responses?
- Is it possible to create and manage custom (prewritten) responses? If so, how does your system decide when to use these versus generated responses?
- How do you ensure that your solution can handle peak traffic during high-demand periods?
Trust
Goal: To evaluate the vendor’s commitment to data protection, privacy, and inclusive user experience.
Questions:
- What protocols are followed in case of suspicious conversations indicating potential security or safety threats? How quickly can your system detect and respond to such threats?
- What is your process for escalating suspicious conversations to clients?
- Can you detail the specific technical measures implemented to ensure data security & privacy?
- Is your solution accessible to all users, including those with disabilities, and how do you ensure compliance with accessibility standards (e.g., ADA, WCAG)?
- What certifications and compliance standards (e.g., SOC 2, ISO 27001, GDPR) does your solution adhere to, and what do they entail for data protection and privacy?
Product Features
Goal: To assess the depth and breadth of the platform’s capabilities, focusing on how well it can be tailored to specific business needs.
Questions:
- What kinds of integrations do you support with other platforms and services (e.g., CRM, ticketing systems, CMS)?
- Do you support in-chat transactions?
- Which advanced conversational flow features do you offer that can guide users through complex topics and processes?
- Is it possible to escalate specific conversations to a live agent? Do you support intent-based routing to ensure live agent queries are directed to the most appropriate resource?
- What analytics and reporting tools are included? Can you provide examples of how these tools have helped other clients improve ROI and customer engagement?
- Can your solution handle multimedia content, such as images, GIFs and videos, within the chat experience?
Service
Goal: To gauge the vendor’s dedication to client succes beyond the initial sale.
Questions:
- What kind of onboarding, support, and training do you offer during and after implementation?
- Do you provide a dedicated account manager to assist with ongoing needs?
- Can you describe your product roadmap for the next 12-18 months?
By asking the right questions, you can ensure that the conversational AI platform you choose aligns with your business goals and customer expectations.
