I'm building a knowledge base with Genesys Knowledge. I have added a set of articles and when testing one of these articles It returns a confidence score of 85%.
However, when testing the exact same question in a chatbot (architect Digital Bot Flow test tool) the bot return an outcome "Disambiguation Required".

It seems that the bot is not sure of the answer while the answer should come from the samen knowledge base.

Can anyone explain why the Knowledge test returns a confidence of 85% while the chatbot a Disambiguation Required? The confidence Threshold in the bot flow is 70% for Normal High.

#ConversationalAI(Bots,AgentAssist,etc.)

#Knowledge #knowledgeWorkbenchV2 #DigitalBots

------------------------------
Hafid Bourich
KPN B.V.
------------------------------

I would assume you are using the exact same query including capitalization.  Also, are you passing this through just a knowledge base query or is it looking at Intents as well.  If you have something similar in your utterances, you could have ambiguous results if the two conflict.  

I'm building a knowledge base with Genesys Knowledge. I have added a set of articles and when testing one of these articles It returns a confidence score of 85%.
However, when testing the exact same question in a chatbot (architect Digital Bot Flow test tool) the bot return an outcome "Disambiguation Required".

It seems that the bot is not sure of the answer while the answer should come from the samen knowledge base.

Can anyone explain why the Knowledge test returns a confidence of 85% while the chatbot a Disambiguation Required? The confidence Threshold in the bot flow is 70% for Normal High.

#ConversationalAI(Bots,AgentAssist,etc.)

#Knowledge #knowledgeWorkbenchV2 #DigitalBots

------------------------------
Hafid Bourich
KPN B.V.
------------------------------

I'm building a knowledge base with Genesys Knowledge. I have added a set of articles and when testing one of these articles It returns a confidence score of 85%.
However, when testing the exact same question in a chatbot (architect Digital Bot Flow test tool) the bot return an outcome "Disambiguation Required".

It seems that the bot is not sure of the answer while the answer should come from the samen knowledge base.

Can anyone explain why the Knowledge test returns a confidence of 85% while the chatbot a Disambiguation Required? The confidence Threshold in the bot flow is 70% for Normal High.

#ConversationalAI(Bots,AgentAssist,etc.)

#Knowledge #knowledgeWorkbenchV2 #DigitalBots

------------------------------
Hafid Bourich
KPN B.V.
------------------------------

When you are typing in the Knowledge Workbench test, do you see multiple articles pop up before you hit <Enter>?

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-08-2024 06:06
From: Hafid Bourich
Subject: Knowledge Confidence score

I'm building a knowledge base with Genesys Knowledge. I have added a set of articles and when testing one of these articles It returns a confidence score of 85%.
However, when testing the exact same question in a chatbot (architect Digital Bot Flow test tool) the bot return an outcome "Disambiguation Required".

It seems that the bot is not sure of the answer while the answer should come from the samen knowledge base.

Can anyone explain why the Knowledge test returns a confidence of 85% while the chatbot a Disambiguation Required? The confidence Threshold in the bot flow is 70% for Normal High.

#ConversationalAI(Bots,AgentAssist,etc.)

#Knowledge #knowledgeWorkbenchV2 #DigitalBots

------------------------------
Hafid Bourich
KPN B.V.
------------------------------

Yes I see multiple articles pop up but when I press Enter the Knowledge Workbench test shows 1 article with a confidence of 85%

------------------------------
Hafid Bourich
KPN B.V.

Original Message:
Sent: 03-11-2024 10:42
From: George Ganahl
Subject: Knowledge Confidence score

When you are typing in the Knowledge Workbench test, do you see multiple articles pop up before you hit <Enter>?

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-08-2024 06:06
From: Hafid Bourich
Subject: Knowledge Confidence score

I'm building a knowledge base with Genesys Knowledge. I have added a set of articles and when testing one of these articles It returns a confidence score of 85%.
However, when testing the exact same question in a chatbot (architect Digital Bot Flow test tool) the bot return an outcome "Disambiguation Required".

It seems that the bot is not sure of the answer while the answer should come from the samen knowledge base.

Can anyone explain why the Knowledge test returns a confidence of 85% while the chatbot a Disambiguation Required? The confidence Threshold in the bot flow is 70% for Normal High.

#ConversationalAI(Bots,AgentAssist,etc.)

#Knowledge #knowledgeWorkbenchV2 #DigitalBots

------------------------------
Hafid Bourich
KPN B.V.
------------------------------

The fact that multiple articles pop up shows that more than one article matches the search, and it is showing the auto-complete choices for the full article titles. The Knowledge Workbench test will only show you the highest ranking article when you press <enter> if you leave your original term in the input field.

The Test in Architect asks for Disambiguation because there are multiple articles that match based upon the Confidence criteria.

Yes I see multiple articles pop up but when I press Enter the Knowledge Workbench test shows 1 article with a confidence of 85%

------------------------------
Hafid Bourich
KPN B.V.

Original Message:
Sent: 03-11-2024 10:42
From: George Ganahl
Subject: Knowledge Confidence score

When you are typing in the Knowledge Workbench test, do you see multiple articles pop up before you hit <Enter>?

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-08-2024 06:06
From: Hafid Bourich
Subject: Knowledge Confidence score

I'm building a knowledge base with Genesys Knowledge. I have added a set of articles and when testing one of these articles It returns a confidence score of 85%.
However, when testing the exact same question in a chatbot (architect Digital Bot Flow test tool) the bot return an outcome "Disambiguation Required".

It seems that the bot is not sure of the answer while the answer should come from the samen knowledge base.

Can anyone explain why the Knowledge test returns a confidence of 85% while the chatbot a Disambiguation Required? The confidence Threshold in the bot flow is 70% for Normal High.

#ConversationalAI(Bots,AgentAssist,etc.)

#Knowledge #knowledgeWorkbenchV2 #DigitalBots

------------------------------
Hafid Bourich
KPN B.V.
------------------------------

How should I interpret this in relation to the set confidence threshold in the digital botflow.

As the confidence is 85% (>70%),  I wouldn't expect Architect asks for Disambiguation.

The fact that multiple articles pop up shows that more than one article matches the search, and it is showing the auto-complete choices for the full article titles. The Knowledge Workbench test will only show you the highest ranking article when you press <enter> if you leave your original term in the input field.

The Test in Architect asks for Disambiguation because there are multiple articles that match based upon the Confidence criteria.

Yes I see multiple articles pop up but when I press Enter the Knowledge Workbench test shows 1 article with a confidence of 85%

------------------------------
Hafid Bourich
KPN B.V.

Original Message:
Sent: 03-11-2024 10:42
From: George Ganahl
Subject: Knowledge Confidence score

When you are typing in the Knowledge Workbench test, do you see multiple articles pop up before you hit <Enter>?

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-08-2024 06:06
From: Hafid Bourich
Subject: Knowledge Confidence score

I'm building a knowledge base with Genesys Knowledge. I have added a set of articles and when testing one of these articles It returns a confidence score of 85%.
However, when testing the exact same question in a chatbot (architect Digital Bot Flow test tool) the bot return an outcome "Disambiguation Required".

It seems that the bot is not sure of the answer while the answer should come from the samen knowledge base.

Can anyone explain why the Knowledge test returns a confidence of 85% while the chatbot a Disambiguation Required? The confidence Threshold in the bot flow is 70% for Normal High.

#ConversationalAI(Bots,AgentAssist,etc.)

#Knowledge #knowledgeWorkbenchV2 #DigitalBots

------------------------------
Hafid Bourich
KPN B.V.
------------------------------

Hafid,

I may be wrong about this, but I believe the confidence scores in Bot Flows are only related to Intent understanding, not knowledge article confidence. I remember doing tests a while back and scratching my head because the results didn't make sense. Would love confirmation (one way or another)

Thanks,

Peter

How should I interpret this in relation to the set confidence threshold in the digital botflow.

As the confidence is 85% (>70%),  I wouldn't expect Architect asks for Disambiguation.

The fact that multiple articles pop up shows that more than one article matches the search, and it is showing the auto-complete choices for the full article titles. The Knowledge Workbench test will only show you the highest ranking article when you press <enter> if you leave your original term in the input field.

The Test in Architect asks for Disambiguation because there are multiple articles that match based upon the Confidence criteria.

Yes I see multiple articles pop up but when I press Enter the Knowledge Workbench test shows 1 article with a confidence of 85%

------------------------------
Hafid Bourich
KPN B.V.

Original Message:
Sent: 03-11-2024 10:42
From: George Ganahl
Subject: Knowledge Confidence score

When you are typing in the Knowledge Workbench test, do you see multiple articles pop up before you hit <Enter>?

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-08-2024 06:06
From: Hafid Bourich
Subject: Knowledge Confidence score

I'm building a knowledge base with Genesys Knowledge. I have added a set of articles and when testing one of these articles It returns a confidence score of 85%.
However, when testing the exact same question in a chatbot (architect Digital Bot Flow test tool) the bot return an outcome "Disambiguation Required".

It seems that the bot is not sure of the answer while the answer should come from the samen knowledge base.

Can anyone explain why the Knowledge test returns a confidence of 85% while the chatbot a Disambiguation Required? The confidence Threshold in the bot flow is 70% for Normal High.

#ConversationalAI(Bots,AgentAssist,etc.)

#Knowledge #knowledgeWorkbenchV2 #DigitalBots

------------------------------
Hafid Bourich
KPN B.V.
------------------------------