AI Chatbot: from Good to Great!

The Azure Bot Framework SDK V4 is used to develop bots, with LUIS interpreting user intent and QnA Maker providing data-driven answers. SharePoint Online serves as a content database, while Adaptive Cards create interactive dialogs. Together, they form an integrated system for sophisticated bot interactions on Azure. Is this great?

3/29/20244 min read

The typical development pipeline for an Azure-based chatbot involves utilizing Azure Cognitive Services for document ingestion. This process includes breaking down documents into manageable chunks, generating embeddings from these chunks, and integrating these embeddings into the chatbot. This integration ensures that the chatbot can effectively respond to user interactions based on the processed information.

As per Microsoft, this is a compelling pipeline to scale-up fast a Gen AI application.

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Azure AI Search, an AI-powered information retrieval platform, helps developers build rich search experiences and generative AI apps that combine large language models with enterprise data. Implement search functionality for any mobile or search application within your organization or as part of software as a service (SaaS) apps

The Azure Bot Framework SDK V4 lays the groundwork for bot development on Azure, offering libraries and tools necessary for the task. LUIS, as part of Azure’s cognitive services, interprets user input to discern intent and extract entities. When LUIS’s confidence in intent is below 30%, the query is passed to QnA Maker, which generates responses from pre-existing data like FAQs. SharePoint Online acts as a content database, engaged by LUIS when intent confidence exceeds 30%, to manage data interactions. Lastly, Adaptive Cards present interactive content within the bot’s dialogue, leveraging data from SharePoint Online and facilitating user interaction.

Document Search Bot Using Azure Bot Framework

The elephant in the room, however, is the effectiveness of this pipeline in delivering top-tier chatbots. Before addressing this question based on our experience with clients, let’s define what excellence looks like.

From the perspective of chatbot user experience, a ‘great’ bot is one that provides relevant answers more than 8 times out of 10. Achieving an accuracy rate of over 80% is highly desirable for customer service and KnowledgeBot type applications.

Based on our experience, the aforementioned ‘off-the-shelf’ pipeline typically achieves an accuracy rate in the range of 60%-70% at most. It’s important to note that the choice of the Large Language Model (LLM) is least to blame for this limitation!

From Good to Great!

Achieving an accuracy rate of over 80% in chatbot responses requires significant customization across almost all steps of the pipeline. Here’s a comprehensive approach:

Custom Structure-aware Ingestion: Utilize advanced techniques and libraries that preserve the original structure of documents during conversion to text. This step is vital for maintaining the integrity and context of the information, thereby reducing inaccuracies caused by structure loss.

Intelligent Chunking & Advanced Embeddings: Implement content-aware chunking strategies that focus on the relevance of text segments to the queries expected to be served by the chatbot. Optimize the size of these chunks for efficient processing without losing context. Upgrade to the latest embeddings model, such as ADA-003, which offers improvements over its predecessors, and customize it to fit the specific needs of the dataset.

Enhanced Context Metadata: Go beyond basic metadata capture by integrating detailed context metadata with the text chunks. This metadata should be rich and descriptive, enabling the embeddings to incorporate a deeper understanding of the document’s context, purpose, and relevance.

Hybrid Similarity Search with Custom Re-Ranking: Develop a more sophisticated similarity search mechanism that combines different types of search methodologies to identify the most relevant text chunks. Customize the re-ranking process to ensure that it accounts for both the chunk’s content and its contextual relevance, bringing the most appropriate responses to the forefront.

It is unlikely the most relevant chunk will return as the top 1 but it is likely that it will return in the top 100 ones.

5. Refined LLM Prompt Engineering: Engage in detailed prompt engineering with the Large Language Model to enhance its ability to select and formulate the most accurate and relevant responses. This involves customizing prompts to leverage the structured and richly contextualized data provided, thereby maximizing the LLM’s effectiveness.

Optimizing the context for a small set of chunks, specifically fewer than five, within a Large Language Model (LLM) context call is both feasible and beneficial

6. Interactive Bot Experience with Human-in-the-Loop: Create a more interactive and human-like chatbot experience. This can involve developing a custom chatbot application that offers users options to refine their queries or choose from multiple responses. Integrating a human-in-the-loop approach where necessary can also help in continuously improving the accuracy and relevance of responses based on user feedback and interactions.

7. Continuous Learning and Optimization: Implement a feedback loop where the system learns from each interaction, continuously improving the accuracy of chunking, embeddings, and response generation. This requires advanced machine learning techniques and possibly manual oversight to ensure that the chatbot evolves and adapts to users’ needs over time.

By customizing these pipeline steps, you can significantly improve the accuracy and effectiveness of a chatbot, making it capable of delivering responses with more than 80% accuracy. This tailored approach ensures that the chatbot not only meets but exceeds the expectations for user interactions, providing a seamless and efficient user experience.

The Role of in Elevating Chatbot Experiences

🧠 KnowledgeBot 💰SalesBot 🛠️ ​ServiceBot 👁️‍🗨️VisionBot

For businesses seeking to leverage the full potential of AI in customer interactions, stands as a premier solution. Specializing in creating custom, tailor-made chatbots, offers a platform where businesses can develop chatbots that are not only aligned with their specific needs but also capable of evolving with them. Our chatbots are designed to offer nuanced, industry-specific interactions, seamless integration with business systems, and state-of-the-art data security measures. With, businesses can ensure a chatbot experience that enhances customer engagement, reinforces brand reputation, and drives operational efficiency.