“Human”… “Human!”… “HUMAN!” Sound familiar? How many times have you tried getting support from an online chatbot, only to end up frustrated and begging for a human’s help? This problem is so common that many prefer to bypass the chatbot altogether and speak to a human straightaway. Luckily, times are changing.
What if you could get your questions answered and problems solved quickly, without having to connect to a human agent? With improved chatbots powered by the latest AI technology, you can.
Here at ProTrainings, we’re committed to our mission: to make health and safety training and compliance easier, faster, and more efficient without sacrificing quality – all because life matters.
That’s why we’re developing AI tools that go beyond simple chatbots. Instead, they act as intelligent agents that provide quick, effective customer support while freeing up human staff to focus on more complex tasks.
Here’s how we’re building support chatbots that eliminate frustration and make better use of everyone’s time.
The Problem With Chatbots
Previous chatbot iterations were frustrating because they were so limited in functionality. Instead of understanding the problem described, they would recognize one or two keywords and offer suggestions based on those keywords. In other words, they functioned as little more than a search engine.
If you were struggling to log into your account, for example, the chatbot might send you a link to an article about the standard login process, which isn’t very helpful if the process itself isn’t working as it should.
After wasting time messaging back and forth with the chatbot, you might finally get through to a human who can troubleshoot the actual problem. By then, you might as well have called on the phone and spoken to that human agent in the first place. It’s a waste of everyone’s time — but it doesn’t have to be.
A Better Approach to Support Chatbots
New generations of chatbots can still deliver relevant information from their knowledge base, much like an intelligent search engine. But with the help of large language models (LLMs), they can also understand — and choose to solve — the problem instead of just serving up related articles.
Rather than waiting to speak to a person, you can get answers and troubleshooting assistance faster than a human agent could provide. As chatbots take on more of those small tasks and questions, human customer service agents are freed to focus on high-value tasks that only a human can do.
Think of it this way: Simple tasks like resetting passwords only take a few minutes each, but that time adds up quickly if a human agent has to do it all on their own. Their time would be better spent helping customers who need hands-on assistance while a chatbot handles the small stuff.
Over time, customer service staff can continue to train the chatbots to answer common questions and complete frequently requested support tasks. They can also train them to respond in other languages, making support accessible to everyone without having staff who are fluent in every language the customer base might speak.
In this way, businesses can serve more customers faster, support staff can avoid burnout, and customers can have their problems solved painlessly and go about their days.
The ProTrainings Chatbot: How We’re Making It Better
In keeping with our mission to make health and safety training and compliance easier because life matters, the ProTrainings support chatbot is designed to address real-world pain points for our users.
It’s more than just a tool — it’s an LLM agent whose job is to solve your problems in the best, most efficient way possible.
This means:
- Completing tasks for you instead of telling you how to do them. Need to know how to create a new account or reset your password? The chatbot can handle the request in seconds, instead of simply giving instructions for you to follow.
- Helping instructors troubleshoot class issues quickly. For example, if an instructor encounters a technical issue while setting up a CPR class, the chatbot can walk them through troubleshooting steps or even resolve the problem on their behalf.
- Assisting HR or compliance professionals. Need to onboard new employees for CPR training? The chatbot can provide tailored solutions, like guiding users through assigning courses and tracking employee progress, reducing administrative burdens.
- Making recommendations. Not sure which course is right for you? The chatbot can ask clarifying questions and recommend courses based on your interests, experience, and compliance needs.
- Offering quick advice. If a customer is debating between training programs, the chatbot can highlight the differences, benefits, and relevance of each option to help them make informed decisions.
- Recognizing intent. Previous chatbots might be confused by typos or incomplete information, but improved versions can understand what you’re asking, even if it’s misspelled or contained in images. They can even recognize emojis!
- Providing 24/7 support. Human agents can only serve one customer at a time during working hours, but a well-trained chatbot can serve many customers at once, anytime.
- Understanding their own limits. Some problems are simply too complex for a chatbot to handle. So we’re training the chatbot to recognize when it’s out of its depth and transfer the customer to a human agent who is equipped to handle the request.
By addressing these common pain points, we’re empowering our customers to save time and focus on what really matters — keeping people safe and prepared in any situation.
The Future of Chatbot Technology
Current versions of the ProTrainings Chatbot are only the beginning. In time, we can give these LLM agents more tools to provide even better support for our customers and staff. But chatbots are just one part of the future of health and safety training.
Imagine a world where AI enhances every aspect of training. Virtual reality (VR) simulations powered by AI could allow CPR trainees to practice lifesaving skills in realistic, high-pressure scenarios. Personalized learning paths could adapt to each student’s pace and style, ensuring that everyone masters the material effectively.
AI-driven analytics could also identify trends in training needs, helping organizations predict and prevent workplace accidents before they happen. And in the classroom, AI tools could assist instructors by automatically assessing student progress, identifying areas for improvement, and providing targeted resources.
At ProTrainings, we see AI not just as a tool for customer support but as a way to revolutionize health and safety education itself. By integrating AI into our training programs, we’re working toward a future where everyone has access to the knowledge and skills they need to save lives.
Better Chatbots for Better Service
At ProTrainings, we’re driven by our core value to “make it better,” whether that’s improving customer experiences or increasing the quality of CPR and first aid education we provide.
In the first month after the launch of our new chatbot, we had 2,460 chats occur between the hours of 5pm and 9am, on weekends, or over holidays.
By deploying our own improved chatbot focused on customer service, we were able to decrease the number of customer support chat conversations that had to be handled by a human during business hours by 84%. This allowed us to get customers who had routine questions or needed support after hours faster using our AI chatbot.
Every innovation we pursue is grounded in our mission: to make health and safety training and compliance easier because life matters. By pushing the limits of what’s possible using the power of AI technology, we’re building tools and systems to solve problems in the best, most efficient way possible. Whether it’s through smarter chatbots, cutting-edge training tools, or better support systems, we’re here to make a difference. Follow us on LinkedIn to see more of what we’re working on.