{"id":14588,"date":"2026-03-06T15:36:12","date_gmt":"2026-03-06T14:36:12","guid":{"rendered":"https:\/\/www.leaplytics.de\/?p=14588"},"modified":"2026-03-06T15:36:13","modified_gmt":"2026-03-06T14:36:13","slug":"preco-sme-vytvorili-vlastneho-chatbota-podpory-a-co-sa-nam-na-tejto-ceste-nepodarilo","status":"publish","type":"post","link":"https:\/\/www.leaplytics.de\/sk\/preco-sme-vytvorili-vlastneho-chatbota-podpory-a-co-sa-nam-na-tejto-ceste-nepodarilo\/","title":{"rendered":"Pre\u010do sme si vytvorili vlastn\u00e9ho chatbota podpory - a \u010do sa na tejto ceste pokazilo"},"content":{"rendered":"<p><em>Stefan Preusler, gener\u00e1lny riadite\u013e spolo\u010dnosti LeapLytics<\/em><\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<p>Niekedy minul\u00fd rok som za\u017eil jeden z t\u00fdch momentov, ke\u010f si poviete: to nem\u00f4\u017ee by\u0165 pravda. N\u00e1\u0161 t\u00edm pr\u00e1ve tret\u00edkr\u00e1t za t\u00fd\u017ede\u0148 odpovedal na presne t\u00fa ist\u00fa ot\u00e1zku - ako licencova\u0165 na\u0161e vizu\u00e1ly Power BI, ke\u010f m\u00e1 spolo\u010dnos\u0165 tvorcov aj \u010dist\u00fdch div\u00e1kov. T\u00e1 ist\u00e1 ot\u00e1zka. Tret\u00edkr\u00e1t. V piatok popoludn\u00ed, ke\u010f sa u\u017e naozaj nikomu nechcelo sedie\u0165 za stolom.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">Probl\u00e9mom nebola ot\u00e1zka, ale na\u010dasovanie<\/h2>\n\n\n\n\n<p>Na\u0161i z\u00e1kazn\u00edci poch\u00e1dzaj\u00fa z r\u00f4znych \u010dasov\u00fdch p\u00e1siem. Ve\u013ek\u00e1 \u010das\u0165 na\u0161ich pou\u017e\u00edvate\u013eov sa nach\u00e1dza v Ju\u017enej Amerike, najm\u00e4 v Argent\u00edne a Braz\u00edlii. P\u00ed\u0161u n\u00e1m o polnoci n\u00e1\u0161ho \u010dasu. A k\u00fdm im odpovieme, u\u017e spia. T\u00e1to slu\u010dka rozdielov v \u010dasov\u00fdch p\u00e1smach a opakovanie ot\u00e1zok n\u00e1s stoj\u00ed viac hod\u00edn, ako by som si chcel prizna\u0165.<\/p>\n\n\n\n\n<p>Prv\u00fd n\u00e1pad bol jednoduch\u00fd: vytvori\u0165 str\u00e1nku s naj\u010dastej\u0161\u00edmi ot\u00e1zkami. Urobili sme to. Nikto ju ne\u010d\u00edtal. Alebo aspo\u0148 nie spr\u00e1vni \u013eudia v spr\u00e1vnom \u010dase. Nem\u00f4\u017eem im to zazlieva\u0165 - aj ja rad\u0161ej jednoducho zad\u00e1m ot\u00e1zku do vyh\u013ead\u00e1vacieho riadku, ne\u017e aby som sa prech\u00e1dzal dokument\u00e1ciou.<\/p>\n\n\n\n\n<p>Druh\u00fdm pokusom bol hotov\u00fd chatbot - vlo\u017ete ho, nap\u00ed\u0161te nieko\u013eko \u0161abl\u00f3n odpoved\u00ed a hotovo. Ani to nefungovalo. Odpovede boli pr\u00edli\u0161 statick\u00e9, pr\u00edli\u0161 v\u0161eobecn\u00e9. Vo chv\u00edli, ke\u010f niekto sformuloval svoju ot\u00e1zku trochu inak, ako o\u010dak\u00e1vala \u0161abl\u00f3na - ni\u010d. Ticho. Alebo e\u0161te hor\u0161ie: odpove\u010f, ktor\u00e1 sa \u00faplne minula \u00fa\u010dinku.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">Bod zlomu: RAG<\/h2>\n\n\n\n\n<p>Vtedy sme sa za\u010dali v\u00e1\u017ene zaobera\u0165 technol\u00f3giou RAG - Retrieval-Augmented Generation. Znie to technicky, ale z\u00e1kladn\u00e1 my\u0161lienka je jednoduch\u00e1: namiesto toho, aby ste do bota natvrdo zak\u00f3dovali odpovede, poskytnete mu pr\u00edstup k va\u0161im vlastn\u00fdm dokumentom, popisom produktov, l\u00edstkom podpory, \u010dasto kladen\u00fdm ot\u00e1zkam - a on si s\u00e1m vyh\u013ead\u00e1 relevantn\u00e9 inform\u00e1cie predt\u00fdm, ako odpovie.<\/p>\n\n\n\n\n<p>Vtedy sa n\u00e1m v\u0161etko podarilo.<\/p>\n\n\n\n\n<p>Za\u010dali sme systematicky zhroma\u017e\u010fova\u0165 na\u0161e naj\u010dastej\u0161ie t\u00e9my podpory. Nie na z\u00e1klade intu\u00edcie, ale na z\u00e1klade skuto\u010dn\u00fdch ot\u00e1zok na\u0161ich z\u00e1kazn\u00edkov: Ak\u00e1 bola va\u0161a prv\u00e1 ot\u00e1zka, ke\u010f ste za\u010dali pou\u017e\u00edva\u0165 n\u00e1\u0161 produkt? Ak\u00fd probl\u00e9m v\u00e1s st\u00e1l najviac \u010dasu? Niektor\u00e9 odpovede n\u00e1s prekvapili - veci, ktor\u00e9 sme pova\u017eovali za samozrejm\u00e9, zjavne neboli.<\/p>\n\n\n\n\n<p>Tento obsah sme vlo\u017eili do datab\u00e1zy znalost\u00ed chatbota. A k\u013e\u00fa\u010dov\u00e1 \u010das\u0165: m\u00f4\u017eeme ju dynamicky roz\u0161irova\u0165. Uvedenie nov\u00e9ho produktu na trh, nov\u00e1 opakuj\u00faca sa ot\u00e1zka - prid\u00e1me ju do datab\u00e1zy a bot ju od tej chv\u00edle pozn\u00e1. \u017diadne prestavovanie od nuly, \u017eiadne IT l\u00edstky, \u017eiadne \u010dakanie.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">Jazykov\u00fd probl\u00e9m - a ako sme ho vyrie\u0161ili<\/h2>\n\n\n\n\n<p>Tu je detail, ktor\u00fd som podcenil: ve\u013ea na\u0161ich \u00fadajov o produktoch, dokument\u00e1cie a intern\u00fdch popisov je v angli\u010dtine. Ale na\u0161i z\u00e1kazn\u00edci v Ju\u017enej Amerike p\u00ed\u0161u v \u0161paniel\u010dine. A pr\u00e1vom o\u010dak\u00e1vaj\u00fa odpove\u010f v \u0161paniel\u010dine.<\/p>\n\n\n\n\n<p>To znie ako mal\u00fd probl\u00e9m. Nebol. Bot, ktor\u00fd sa na nie\u010do sp\u00fdta v \u0161paniel\u010dine a odpovie v angli\u010dtine, nie je podpora - je to frustr\u00e1cia.<\/p>\n\n\n\n\n<p>Rie\u0161en\u00edm bolo nakonfigurova\u0165 bota tak, aby rozpoznal jazyk pou\u017e\u00edvate\u013ea a odpovedal v tomto jazyku - aj ke\u010f s\u00fa z\u00e1kladn\u00e9 inform\u00e1cie v angli\u010dtine. To teraz funguje spo\u013eahlivo. N\u00e1\u0161 z\u00e1kazn\u00edk v Buenos Aires dostane odpove\u010f v \u0161paniel\u010dine, aj ke\u010f n\u00e1\u0161 t\u00edm sp\u00ed.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">\u010co dnes bot skuto\u010dne rob\u00ed<\/h2>\n\n\n\n\n<p>Tri mesiace po spusten\u00ed prev\u00e1dzky vid\u00edme, \u017ee zhruba <strong>60-70% prich\u00e1dzaj\u00facich \u017eiadost\u00ed o podporu<\/strong> s\u00fa plne vyrie\u0161en\u00e9 botom - bez \u00fa\u010dasti \u010dloveka. Zvy\u0161n\u00e9 ot\u00e1zky st\u00e1le pristan\u00fa v na\u0161ej schr\u00e1nke, ale s jedn\u00fdm z\u00e1sadn\u00fdm rozdielom: bot u\u017e zachytil kontext, kategorizoval po\u017eiadavku a my okam\u017eite vid\u00edme, o \u010do ide.<\/p>\n\n\n\n\n<p>Je tu v\u0161ak e\u0161te jeden efekt, ktor\u00fd som nepredpokladal: chatbot pom\u00e1ha z\u00e1kazn\u00edkom objasni\u0165 ich vlastn\u00e9 ot\u00e1zky. Niekedy \u00faplne neviete, \u010do je v\u00e1\u0161 probl\u00e9m - nie\u010do zad\u00e1te, bot sa sp\u00fdta na doplnenie a vy si zrazu uvedom\u00edte: aha, to som vlastne chcel poveda\u0165. To nebola pl\u00e1novan\u00e1 funkcia. Jednoducho sa to stalo.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">\u010co by som chcel, aby ste si odniesli<\/h2>\n\n\n\n\n<p>Ak m\u00e1te mal\u00fd t\u00edm, ktor\u00fd st\u00e1le odpoved\u00e1 na tie ist\u00e9 ot\u00e1zky podpory - neza\u010d\u00ednajte s technol\u00f3giami. Za\u010dnite zhroma\u017e\u010fovan\u00edm a pochopen\u00edm t\u00fdchto ot\u00e1zok. Potom sa pozrite, \u010di m\u00e1 pre v\u00e1s zmysel pr\u00edstup zalo\u017een\u00fd na RAG.<\/p>\n\n\n\n\n<p>Bot nenahr\u00e1dza \u013eudsk\u00fa podporu. Vracia n\u00e1m v\u0161ak \u010das, ktor\u00fd potrebujeme na rie\u0161enie skuto\u010dne zlo\u017eit\u00fdch probl\u00e9mov - a na to, aby sme mohli skuto\u010dne prespa\u0165 cel\u00fa noc.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<p><em>Stefan Preusler je zakladate\u013eom a gener\u00e1lnym riadite\u013eom softv\u00e9rovej spolo\u010dnosti LeapLytics, ktor\u00e1 sa \u0161pecializuje na vizualiz\u00e1cie a vizualiz\u00e1ciu d\u00e1t v Power BI. Vytv\u00e1ra produkty, ktor\u00e9 podnikom zjednodu\u0161uj\u00fa a spr\u00edstup\u0148uj\u00fa d\u00e1tov\u00e9 procesy.<\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>Stefan Preusler, gener\u00e1lny riadite\u013e spolo\u010dnosti LeapLytics Niekedy minul\u00fd rok som za\u017eil jeden z t\u00fdch momentov, ke\u010f si poviete: to nem\u00f4\u017ee by\u0165 pravda. N\u00e1\u0161 t\u00edm pr\u00e1ve tret\u00edkr\u00e1t v priebehu jedn\u00e9ho t\u00fd\u017ed\u0148a odpovedal na presne t\u00fa ist\u00fa ot\u00e1zku - ako licencova\u0165 na\u0161e vizu\u00e1ly Power BI, ke\u010f m\u00e1 spolo\u010dnos\u0165 tvorcov aj \u010dist\u00fdch div\u00e1kov. To ist\u00e9 ... <\/p>","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-14588","post","type-post","status-publish","format-standard","hentry","category-news","latest_post"],"_links":{"self":[{"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/posts\/14588","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/comments?post=14588"}],"version-history":[{"count":1,"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/posts\/14588\/revisions"}],"predecessor-version":[{"id":14589,"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/posts\/14588\/revisions\/14589"}],"wp:attachment":[{"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/media?parent=14588"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/categories?post=14588"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.leaplytics.de\/sk\/wp-json\/wp\/v2\/tags?post=14588"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}