02 / 11 · CHATBOT
Generative chatbot
The customer-care chatbot, moved from intent prediction to generative answers without losing control.
The problem
The predictive bot only handled what it had been trained to recognise, and customers noticed every time it guessed wrong.
What I did
I drove the move to generative AI: prompts, conversational flows, guardrails for what the bot must never say, and an evaluation framework so every change is measured before release.
What changed
Customer satisfaction with the bot rose clearly after the switch, and changes now ship against an evaluation set instead of a hunch.