I have 4 digital bots sharing the same knowledge base. All 4 bots have intent utterances built in for "live chat", "agent", "representative", etc to allow the customer to escalate to an agent when those intents are triggered. I have checked all 4 bot intents to ensure they include the same utterances.
I continue to see these utterances repeated on the Knowledge Optimizer but can't find why. I have checked the utterance history under the individual digital bot flows and the Outcome appears correct. Is there a way to View Interactions from the Knowledge Optimizer so I can research the interactions that failed to match on the intent?
Thanks,
Nicole
#ConversationalAI(Bots,AgentAssist,etc.)------------------------------
Nicole VanWie
State of Arizona - City of Mesa
------------------------------