Editing an Automated Answer

You can edit an existing Automated Answer, by clicking on the ‘Edit’ button on the right hand side of each Automated Answer, in the ‘Actions’ column:

Once you have finished editing the Automated Answer, click the ‘Update Automated Answer’ button.

Deleting an Automated Answer

You can easily delete an Automated Answer by clicking on the ‘Delete’ button on the right hand side of each Automated Answer, in the ‘Actions’ column:

Tips for efficient chatbot content curation

Below are some best practices to help you get started with the chatbot information curation:

1. Establish the main areas that you want the bot to take over. Look into the most common areas and start documenting the most frequent search queries/questions that come through.

2. Collect all the information available in any knowledge base you might have, including employee feedback on the most common repetitive questions they might be receiving.

3. Get the information organized ensuring there is a good hierarchy and structure. To achieve this, ensure the main stakeholders who have access to the vital information are involved in the process.

4. Curate the provided content into themes. Each theme is (slightly) larger than a single Automated Answer and groups together Automated Answers that are better handled as a single one one. This helps the NLU (Natural Language Understanding) system better match the user messages with the chatbot’s answers.

5. Add menus with buttons that help users navigate the available themes.

6. Ensure you include links pointing to the source of information within the answers.

7. Monitor the usage and the responses on a timely basis. At Helvia we provide real-time reports to ensure you can set the right KPIs tailored to your needs.

8. Add a feedback mechanism to ensure you get users’ input to loop back into the process.

9. Ensure you keep the content accurate by revisiting the information often. This is a dynamic process and nurturing your bot with information, will ensure it will maximize response effectiveness.