Purpose
Keeping a chatbot model training knowledge base up-to-date is crucial for ensuring that the chatbot can provide accurate and relevant responses to users. Periodic conversation monitoring helps to identify gaps in the chatbot’s knowledge and areas where it can be improved. By monitoring and updating the chatbot's knowledge base accordingly, businesses can ensure that the chatbot stays relevant and effective in meeting the needs of their customer. This can help to improve customer satisfaction and loyalty, while also reducing the workload on customer service teams.
Monitoring Negative Feedback
Monitoring Negative Feedback consists of responses that were marked as Thumb Down by the customer. These responses will also have a ticket created automatically and there will also be a field for the customer to leave their message so they can rest assured that their question can be answered.
Step 1: Select Unified Inbox from the side menu then select Archives.
Step 2: Select Show Filters from the top left and select Negative Feedback from the Feedback dropdown menu (Optional: Select your preferred date range) then Submit.
Step 3: Review responses marked as Thumb Down and decide the appropriate course of action to be carried out to resolve the error. Example fixes can be viewed below.
If the response is due to the user's miss click then please ignore it.
If the response is due to inaccurate information provided, then please update the necessary information on Knowledge Hub, which is accessible from the side menu, and press Publish GPT at the top of the Knowledge Hub page once the information is updated.
If the response is due chatbot not being able to understand the question, then please email your dedicated Customer Success Manager or send us a message via the Customer Support Chat at the bottom right.
Monitoring Missed Responses
Monitoring Missed Responses, are the questions that can't be answered by the bot.
Step 1: Select Unified Inbox from the side menu then select Missed Responses.
Step 2: Review the conversation to find unanswerable questions and carry out an appropriate course of action. You can also use the suggestion below as a guide.
If the question is due to the Knowledge Base field of the according answer is empty, then please enter the necessary information in that field.
If the response is due chatbot not being able to understand the question, then please email your dedicated Customer Success Manager or send us a message via the Customer Support Chat at the bottom right.
