Note: This feature is currently available as part of an Early Access Program (EAP). Please reach out to your CSM to enable it on your account.


TABLE OF CONTENTS


All the intents that need to be improved will be listed in the Natural Language>Retrain Natural Language. The retrain page lists user queries and responses from the last 30 days. The tabs are as follows:

  • Unanswered Queries - List of user questions the bot was not able to answer
  • Answered Queries - List of user questions the bot was not able to answer but requires an admin to confirm the accuracy
  • Unhelpful Responses - List of intents and answers marked Not-Helpful by customers
  • Untrained Q&A - List of intents and answers that needed more utterances for training


Unanswered Queries

  • Unanswered Queries are a sample of all the customer questions and utterances that the bot couldn't answer.
  • This sample, if trained, will help resolve all your unmapped questions. Training these utterances in the order of confidence displayed is essential for the most effective results. 
  • Unanswered intents present a few options -
  • The Link icon allows you to map the utterance to any existing QnA or intent created.

  • The New Intent icon allows you to create a new intent to map this utterance.

  • The Conversations icon allows you to view the conversation(s) which resulted in the unanswered intent.

  • You can also choose to Delete the unmapped utterance.


Answered Queries

  • Answered Queries allow you to review the Answers/Intents suggested by the bot.
  • Each utterance will show the Answer/Intent triggered and the admin has a choice to either confirm the suggestion or to map the utterance to another Answer or Intent
  • This sample if trained, will help the bot gain more confidence and improve performance. Training these utterances in the order of confidence displayed is essential for the most effective results. 

  • Answered intents present a few options -

    • The Confirm icon allows you to add the utterance to the suggested Intent/Answer

    • The Link icon allows you to map the utterance to any existing Answer or Intent created.

    • The New Intent icon allows you to create a new intent to map this utterance.

    • The Conversations icon allows you to view the conversation(s) which resulted in the answered intent.

    • You can also choose to delete the unmapped utterance.

Unhelpful Responses

  • For any intents in this section, you can use the pencil icon to go to the Edit Intent screen to improve the intent configured. 
  • An icon shows the no. of times this QnA or Intent has been marked unhelpful. You can view the reference conversations by clicking the icon


Untrained Q&A

  • You can click the pencil icon to go to the Edit Intent screen and add more utterances for any intents in this section.

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