Conversational bots are driving the new era of user interactions. End users don’t want to feel as if they are talking to a machine. They want to enter their queries in a free format and expect a response that provides apt information or resolution. MyBOT with its propriety NLP (Natural language processing) engine makes it possible to train your bot to handle such queries. MyBOT has further made this quite simple with the construct of using FAQs to train the bot in conversational intelligence.
Frequently Asked Questions (FAQs) are standard query response combinations that help train your bot to handle customer queries. MyBOT allows you to add any number of variations in each FAQ set thus helping make the training as broad as possible. For Instance, if you have a bot for a school, it would need to be trained to answer questions like what is the location of the school, what are the timings, what is the fee. These questions with all their variations and a response for each query or intent can be uploaded as FAQs. MyBOT takes care of the difficult task of using that to then train the bot in handling these queries in a way that a common person may ask.
Adding and uploading FAQs are available to All Plans. Ability to configure Synonyms and Stopwords is available Business Plan onwards.
To navigate to this functionality click on the Build tab in the left panel and select the FAQ option.
1.2 Terms and Definitions
|FAQ||Frequently Asked Questions (FAQs) are the standard queries relevant to a product or a service|
|Intent||Intention/Purpose of the user in the conversational flow.|
|Entity||It is a data point or value which you can extract from a conversation/user query. This helps you to customize what kind of information you are collecting or how you want to associate it or want to add some custom value to it. For more information on entities and intents click here.|
|Synonyms||These are different words that mean the same. Adding synonyms can improve FAQ response since synonyms are assigned the same value when matching an FAQ for a valid response.|
|Stopwords||Stop words are the words that are excluded in NLP while matching a given query. For more information on Synonyms and Stopwords click here|
|NLP||Natural Language Processing is the ability of a computer program to understand human language as it is spoken. NLP is a component of artificial intelligence (AI)|
2 Managing FAQs
Click on build and navigate to the FAQ option
There are two ways to add FAQs to your bot
One FAQ at a time: This is relevant for a scenario where the number of FAQs is limited or there are individual entries to be made from time to time.
Multiple FAQs in one go: There is an upload FAQ option where a user can upload a file containing all the FAQs. This is relevant when the bot owner has a collection of FAQs available.
2.1 Adding FAQs One By One
Click on Add FAQ button on the FAQ page.
- Category: You can create categories for your FAQs this helps you segmenting relevant queries together and also helps you apply an FAQ filter in a given path. A simple example can be of an organisation that has multiple departments let’s say finance, marketing, support, and operations. You can segregate all your queries in these categories. While using the support path you can limit the FAQs to support category.
- Language: MyBOT provides support for multiple languages that can be added from the Languages tab under configuration. In FAQs, you can select from the list of languages activated for your bot. The default option available here is English.
- Question: This is the query that a user asks the bot. You can add multiple questions/variations for a given response. This covers the variation that may occur when different users ask the same questions.
For example: To ask how to book a ticket 2 users may use a different query.
U1: How can I book tickets on the bot?
U2: Is there a way to make reservations on the bot?
4. Entities: When a group of values leads to the same answer you can tag entities within the FAQ rather than creating
separate FAQs for all the variables.
Query: How can I enroll in Machine Learning Course?
Now there may be the same procedure for enrolling in a set of subjects. Let’s say
Database Management, Artificial Intelligence, Machine learning, Data Mining, and IoT. The procedure to enroll for each of them is the same. Instead of creating 5 FAQs you can create an Entity of type Course with the name of all the courses in it.
Creating an Entity Named Course. From Build Tab navigate to entities and click on add entity
Now in one FAQ, you can tag that entity
- Prompt Message: This is Triggered if the query is triggered without a valid entity.
- Response Type: This can be a message as shown in the above use case or you can trigger a path in this response. A message will only provide static information while a path can lead to an interactive process.
- Answer: When response type is a message a user can add an answer for the query/question mentioned above. This is will be static information and will not change in the bot flow.
2.2 Upload FAQ File
If your use case has a large number of FAQs and multiple FAQ categories you can simply upload a formatted CSV file. There is a pre-defined format that MyBOT supports for uploading an FAQ file. You can Navigate from build to FAQ click on Advance button and select Upload FAQ. You will get a modal where you can upload a CSV file.
You can download the sample file which details the format required.
2.3 Download FAQ Queries
You can download all the FAQs added by you on your bot in the same format as the above file.
From Build Navigate to FAQ and click on the Advanced button and select Download all FAQ.
2.4 View Upload History
You can check from upload history the status of your upload. This will show how many FAQs are successfully uploaded on the bot. From Build Navigate to FAQ and click on Advanced button and select View upload history.
2.5 Manage FAQ Categories
You can maintain FAQs in different categories. This would help you segmenting the queries and as appropriate focus on looking for responses during a particular conversation flow/path in one or more specific categories.
A simple example can be of an organization that has multiple departments lets say finance, marketing, support, and operations. You can segregate all your queries in these categories. While using the support path you can limit the FAQs to support category.
These categories are also used as category options for agents to route queries.