The Conversations page in Chatbot Studio lets you review all conversations conducted by the chatbot on a message by message basis. This is an extremely useful tool when managing unanswered questions or their reverse, false positives. It is unlikely that you would have time to review every conversation, so you can apply filters to target particular conversations.
For example, if your analytics show that an intent is triggering more often than you expected, that could indicate that there are false positives. You could then check any conversations that include that intent.
In Chatbot Studio:
- Click the Conversations page from the left-hand menu.
- Optionally, change the From/to dates to cover the period you are interested in.
There are several ways to filter the results:
- You can search for all conversations which contain a particular phrase. Type the phrase in the Search field.
- You can search for all conversations which triggered a particular intent. Click the Contains intent drop-down list and select the intent you are interested in.
- Click the Feedback drop-down list to review only conversations that used the Feedback action and gathered feedback, or conversations with a particular feedback score.
- Click the Activities drop-down list to find conversations with unanswered questions, or conversations where individual responses received a like or dislike.
For example, in this case we weren't expecting the Published novels intent to trigger often, so we are looking at the conversations where it did trigger, with a view to seeing if there are false positives.
To view a particular conversation, click it in the search results.
Viewing a conversation
The conversation will be displayed with the customer's queries on the left, and the triggered replies on the right.
- You can add one of the customer's queries to an intent, as described in Educating your chatbot with unanswered messages.
- You can mark a chatbot response as a false positive, as described in How to recognise and fix false positives in your chatbot.
- You can check the match score that triggered a reply, as described in How does Chatbot know what to reply?