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  • 1.  Knowledge Optimizer

    Posted 16 days ago

    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.)

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    Nicole VanWie
    State of Arizona - City of Mesa
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  • 2.  RE: Knowledge Optimizer

    Posted 12 days ago

    If you are not using the External Tag, you could set that each time there is a no match or no intent reached.  Just set it to "No Utterance" or something and the use the filter in Interactions for that tag. 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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