You can access all the intents that need to be improved by navigating to the bot > Natural Language > Retrain Natural Language. The retrain page lists the customer queries and responses from the last 30 days. The tabs are defined as follows:

  • Unanswered queries: Customer queries the bot was not able to answer
  • Answered queries: Customer queries the bot answered. Admins can confirm the accuracy.
  • Unhelpful responses - Bot responses that were marked as not helpful by customers


Unanswered Queries

  • Unanswered queries include all the customer queries that the bot couldn't answer. You can use this set of queries to train your bots.
  • If you find any of these queries to be useful to train your bot, you can take any of the following actions to map them as an utterance and improve the coverage of an intent or a Q&A:
    • Conversations History: View the conversation(s) in which these utterances were used.
    • Link: Link this utterance to any existing Q&A or intent created.
    • Create: Create a new intent or Q&A and map this utterance.
    • Delete: Delete the unmapped utterance.




Answered Queries

  • Use the Answered Queries screen to review how the bot responded to incoming customer queries. As an Admin, you can take any of the following actions to map them as an utterance and improve the coverage of an intent or a Q&A:
    • Confirm: Add this new utterance to the Intent, Q&A, or FAQ, that the bot has suggested.
    • Conversations: View the conversation(s) in which the bot identified this intent.
    • Link: Map the utterance to any existing Intent or Q&A.
    • New: Create a new intent or Q&A and map this utterance.
    • Delete: Delete the unmapped utterance.


Unhelpful Responses

  • Use the Unhelpful Responses screen to identify and improve the bot's response. Unhelpful responses are the list of all bot responses that the customer identified as unhelpful. As an Admin, 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.



Learn more about setting up your bots here: