4.1 What to do when users ask multiple questions at once?
When a user asks several questions at once or enters a long text, it is usually to approach complex topics with subtleties that a simple sentence could not sum up. In this case, the chatbot will only react to a few keywords and there is therefore very little chance that the AI will give a relevant response. It is better to turn off the AI for this specific case and offer the user other means of obtaining a response such as putting them in contact with a human operator via live chat, by phone or by leaving a message. This temporary deactivation will only be triggered in this case and will reactivate immediately afterwards automatically.
In the advanced settings of your chatbot, there is an option "Disable AI". It is this feature that allows the user to be referred to a particular sequence when they have entered too long a text. You can determine the number of characters beyond which this feature is triggered.
4.2 Autonomous learning
We are talking about autonomous learning or Machine Learning. It is an extremely complex process that is still limited to the world of research and to major players in artificial intelligence such as IBM.
Botnation does not have machine learning as the researchers understand it to be, but we do have many machine learning algorithms.
In practice, your chatbot will determine that certain turns of phrase probably match certain answers without you having to add a new AI rule. For the probabilities to be more or less relevant, a large amount of data is needed.
Exemple: If you have two rules containing only the Expressions “renting brighton” and “renting london” but a user searches only for the keyword “renting” our algorithms will send it on the most popular sequence, containing at least “renting” partly in one of his Expressions.
In any case, it is therefore advisable to regularly check the behavior of your chatbot.
4.3 A chatbot's AI is never over
It is important to monitor the use that your users make of it. It is only from this data that you will be able to correct / educate the ChatBot.
The vocabulary your users will use will probably be quite different from what you expected. You will therefore have to constantly teach your chatbot new expressions.
To find out which questions have remained unanswered, use the recommendation engine, which we will detail below.
TIPS : Botnation provides the ability to A / B Test all content on your ChatBot. We even have an automatic optimization tool.
Online help :
4.4 Recommendation Engine
In the AI tab of your bot, in the left column, you will find our Recommendation Engine. It consists of listing the sentences entered by users that the ChatBot did not understand and prioritizing them according to their occurrence.
You can see the results for the current day, the past month, and the current and past years.
This tool therefore allows you to identify turns of phrase and vocabulary that your chatbot has not understood and will serve as a recommendation for adding new keywords and even new AI rules and new content.
Indeed, you will find here requests that you did not think should be processed in your ChatBot.
If you find that the same type of requests are made on a regular basis, it is time for you to address them by adding content. Whether it is responding to it in ChatBot or redirecting the user to another online service, this type of situation must be dealt with.
This is also where you can see if your users tend to write long messages. If this is the case, it will surely be necessary to deactivate the AI from a certain number of characters as we have seen previously.
When adding new keywords or phrases, don't forget the advice we have given you. Analyze the sentences entered by your users and translate them for your bot.
TIPS : Don't forget to update your Keyword Libraries