Types of Automated Answers

Within the ChatBricks, the user can manage two types of automated answers, intents and articles.

Intents

Intents, also known as predefined responses, focus on the user's perspective and represent the specific purposes behind interactions with chatbots. By identifying and categorizing these intents, chatbots can improve customer satisfaction and business outcomes by providing personalized responses and adapting to user needs.

Types of Chatbot Intents

Chatbot intents can be categorized into several types, each of which serves a different purpose in customer interactions.

Here are some common examples:

Feedback intent:

• Users want to share their opinions about the chatbot's performance or their overall satisfaction with your brand.

• Example: Providing reviews, opinions, or suggestions for improvement.

Small Talk:

• Users are looking for a more casual conversation with the chatbot.

• Example: Discuss general topics or share a random comment.

How does chatbot intent work?

By analyzing the user's input, chatbots can identify the intent behind the message and provide relevant responses. Intents allow bots to "read between the lines" and understand the customer's intent, resulting in more effective, meaningful, and personalized conversations.

Classifying Chatbot Intentions

Classifying chatbot intentions involves segmenting user interactions into relevant categories based on the nature of the requests. The chatbot uses NLP to understand and group similar requests, translating them into defined intentions. This classification process helps streamline communication, making the chatbot's responses more accurate and tailored to the user's unique needs.

Articles

In addition to predefined answers (intents), the chatbot can also use articles generated by the Knowledge Base (KB) to provide automated answers.

Here's how you can set it up and configure it effectively:

Connecting the Knowledge Base to the Bot

1. Access Bot Settings: select from the top Knowledge Base

2. Add the Knowledge Base:

Choose the option to add or connect the Knowledge Base (KB). You might need to specify the type of KB you are connecting (e.g.,employee handbook).

Once the KB is connected, go to the “Automated Answer” section within your chatbot settings. Here, you will now see an option to utilize articles from the connected Knowledge Base.