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The response statistics in the top bar helps to quickly view the amount of responses and good answers, and to see the ratio of reviewed and not reviewed conversations.
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A user writes that they want to speak to an agent but does not actually describe the issue. Once you have studied the conversation, you know the actual issue, so you can modify the user statement to make it meaningful.
A user statement has numerous “social chatting” social chatting patterns, such as “Hey“Hey, how are you doing, Kbot? I’ve ”, “I’ve got a little question, can you help me?”, and so on. Make the statement clear by removing words and phrases that are not directly associated with the described issue.
A user provided their personal data, such as an account ID.
To modify a user statement, click Edit user statement in the upper left of the conversation card.
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Recalculating insights
Once you have modified user statements, or added intents, or added articles in the Expert training view, it is required to recalculate a conversation’s insights. To do so, click Recalculate insights.
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If you know that a particular insight really matches a given user statement, you can add this insight manually. In the Insights tab, it is possible to add Add intents, short answers, or articles in the Insights tab.
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Intent
An intent is a user's goal, something that they need at the moment. Once your virtual assistant has detected an intent, it responses with the corresponding reply, which is defined in the intent itself. This reply helps the user to solve a given problem.
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In the Insights tab, click Add intent.
Find the appropriate intent from the list and click select it.
Confirm the selection by clicking Select.
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Add articles from your knowledge bases to help a user users quickly find the solution.
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