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AI Chatbots

Unrecognized question processing

Unrecognized questions are user utterances for which no intent is detected during a conversation. There are two primary ways a trainer can use these questions to improve the virtual assistant's knowledge:

  1. Extend the knowledge base – Teach the automatic response generation model by adding more general, explanatory text to your knowledge files.
  2. Add to the intents – Add the unrecognized question as a new example to an existing intent, or use it to create a new intent entirely.

Extending the Knowledge Base​

Availability

This method is available for virtual assistants that have a knowledge base configured.

  1. In the Unrecognized questions view, click the pencil icon next to the question you want to process. The editing window will open.
  2. Select the knowledge base file to which you want to add the new information.
  3. In the text box, enter detailed, explanatory information for the automatic text generation model. The more comprehensive the description, the better the results will be.
  4. Click Save and close. The new description will be attached to the specified file in the Knowledge base view.
  5. To make the changes live, you must Publish the Knowledge base view.

Supplementing the Intents​

Adding a New Intent Example​

  1. In the Unrecognized questions view, click the pencil icon next to the question.
  2. Select the Intent section in the editing window.
  3. Choose the existing intent to which you want to add the user's expression as a new example. The intent will open with the unrecognized expression automatically added and highlighted.
  4. Make any necessary corrections to the new example.
  5. If your assistant supports multiple languages, switch the language menu and add translated examples.
  6. Click Save and close.
  7. To make the changes live, you must Publish the intents.

Creating a New Intent with a Response​

  1. In the Unrecognized questions view, click the pencil icon next to the question.
  2. Select the Intent section.
  3. Click New intent. The intent editing window will open, with the user's utterance automatically added as the first example.
  4. Write at least 5 distinct intent examples for the new intent.
  5. If applicable, switch languages and add translated examples.
  6. Click Save in the intent editing window. This creates the new intent and saves it in the Intents view.
  7. Now, click the Response section.
  8. Select the topic or state where a new self-loop with this intent should be created in the scenario.
  9. To add a response, click Add and select the type of action (e.g., a text response).
  10. Format the response as needed.
  11. Click Save and close. This creates a new self-loop in your scenario with the specified intent and response.
  12. For the changes to take effect, click Publish all in the scenario view.

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