Glossary
Response time – what does it mean?
Definition
Response time: response time is the time from sending the question to the answer appearing.
It is made up of the search, the preparation and the running of the model.
How it works
The question arrives, the assistant searches for the relevant content in the knowledge base, prepares it, and then the language model formulates the answer. The time of these three steps together makes up the response time.
For product searches, the answer can take longer, because more data has to be reviewed. The online store’s products, prices and stock come from a sync, and searching them also takes time.
An example from a company
A customer of an online store first asks about the delivery terms, then about the stock of a specific product. The answer to the delivery question comes from the text knowledge base.
For the stock question, the search also runs through the product data, so the answer may take a little longer. The source is shown next to both answers.
What this means for business owners
During the demo, measure the response time with your own questions, including at busier times. Ask the provider what the typical value is and what is measured at peak times. Even more important than the measurement is where the answer comes from: the company’s own knowledge base, with the source next to it.
If there is no content, a good assistant does not guess: it asks for contact details and hands the question off to a colleague. The speed of the handoff also matters to the customer.
How we do it
The answer comes from the company’s own knowledge base, the source is shown next to it, and it is given in the customer’s language, even if the knowledge base is in another language. In the weekly summary, an unanswered question can be taught with one click.
Before go-live we check the answers with ten test questions. The demo is free of charge and does not commit you to an order.
What to do now?
Do you have a question about your own website or online store? Request a demo or see pricing.