Questions View

Article Quick Links:

1. Overview
2. Chatter Questions
3. Training Optimizer 

Overview

The Questions View is divided into two tabs, Chatter Questions and Training Optimizer. The Chatter Questions tab provides you with a collection of questions that were asked by chatters that the bot did not understand and provided the Not Understood answer, the bot wasn't sure which answer to respond with and provided the Needs Clarification answer, or the chatter reviewed the provided answer as Not Helpful (reviewed it with a thumbs down). The Training Optimizer tab enables you to quickly reduce the number of similar training questions between two distinct answers. 

To access your bot's Questions View, click Questions in the black Ada dashboard header.

Chatter Questions

The Chatter Questions tab provides you with the opportunity to improve the experience for future chatters, by alerting you to questions asked by chatters that triggered the Not Understood answer, the bot wasn't sure which answer to respond with and provided the Needs Clarification answer, or the chatter reviewed the provided answer as Not Helpful.

The questions that were not understood by the bot, and the questions to which the bot did provide an answer, but the chatter reviewed the response with a thumbs down, are contained in a list on the Chatter Questions page. 

Below each question in the list you are provided with:

• Why the question appears on the list (ie. Not Understood, Needs Clarification, Not Helpful)
• How long ago the question was asked
• A link to view the conversation in its entirety

If there is an existing answer within the bot that would be appropriate to provide for this question in the future, use the corresponding dropdown menu to select the answer, and then click Train. 

Clicking the trash can icon will delete the question from your list of chatter questions. It is recommended that you only delete questions that are gibberish and likely not to be asked by other chatters. 

You can also bulk train multiple questions to the same answer. To do this, click to place a checkmark in the box next to each question you want to train to the same answer. Use the dropdown menu provided at the bottom of the page to select the answer you want to train the questions to. Click Train. 

Use the search field at the top to search for specific terms or phrases within the list of questions. This is especially useful when you have identified a trend amongst the questions and want to train all of the related questions to the same answer. 

Use the dropdown menu in the upper right corner to filter the list of questions by the reason the question appears on the list:

• Not Understood - bot provided the Not Understood answer
• Not Helpful - chatter reviewed the provided answer with a thumbs down
• Needs Clarification - bot provided the Needs Clarification answer

 

Training Optimizer

The Training Optimizer identifies and prioritizes training questions that are similar and result in the bot providing the chatter with the Needs Clarification answer. This feature has been designed to reduce the number of training questions in which the bot responds with Needs Clarification, and subsequently improve the chatter’s satisfaction with their bot experience. 

To access the Training Optimizer, click Questions in the black Ada dashboard header, and then click Training Optimizer. 

You will be provided with a prioritized list of training similarities that we encourage you to investigate. Addressing training similarities helps your bot know which answer to choose when a chatter asks a question, which leads to a higher clarification rate. The list is updated every 24 hours, and a timestamp is provided to indicate when it was last updated. 

Each row identifies a pair of answers that have been flagged as similar, leading the bot to have to ask the chatter to clarify their intent. Below the answer titles you are provided with the number of training question similarities that have been identified, as well as the total number of times those similarities have resulted in the Needs Clarification answer being provided to chatters.

Clarification Rate Report

On the right hand side of the page you can click View Clarification Rate Report to be taken to the Clarification Rate Report which shows the percent of conversations in which the bot responded with the Needs Clarification answer at least once. Resolving the indicated training similarities should result in a reduction in the clarification rate, and subsequently an increase in chatter satisfaction.

Resolve Training Similarities

Click on the cell that contains the training similarities you’d like to evaluate. This takes you to the Resolve Training Similarities page. 

At the top of each of the two columns is the name of an answer within your bot. Each row below contains pairs of training questions that are similar to each other, and when asked by a chatter, the bot provides the Needs Clarification answer. 

This view allows you to quickly identify which training questions are similar across a pair of answers and decide where the training question should be best situated in an effort to decrease the frequency of the bot providing the Needs Clarification answer to chatters. 

To review the answer’s content before determining where training questions are best suited, hover over the answer’s title to reveal the expand icon, and click on it to open the answer in the Answer View. 

There are a number of different actions you can take: 

• Move Training
  If a training question is trained to an answer, but it is more applicable to the other answer, click the arrow to move the training question from one answer to another. Do this to as many training questions as you deem necessary. Click Update to set the revised training.
  
  
  
  
• Edit Training
  Click the down arrow on the far right of an answer’s cell to view a menu of possible actions. Click Edit Training to be provided with a text box allowing you to edit the training question. Click Save to set this revised training. 
  
  
  
  
• Delete Training
  Click the down arrow on the far right of an answer’s cell to view a menu of possible actions. Clicking Delete Training will prompt you to verify that you want to delete the training question from the answer. Click Delete to confirm. 
  
  
  
  
• Move all to....
  To move all of the similar training questions to one answer, click the Move all to… dropdown in the upper right corner, and select the answer you want all of the training questions to be moved to. Click Update to set the revised training. 
  

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For any additional questions, contact your ACX Consultant, Account Manager, or email us at [e-mail].