Understanding FAQ-based Bots and Setting up FAQs

In this video, we will explore what a FAQ-based bot is and how FAQs are set up in the system. We will take a look at a bot built with the FAQ block, using a small recipe as an example.

Step 1: Examining the FAQ Block Setup

The bot we will be working with is set up with an FAQ category called Coffee Scrub. The FAQ block consists of a transfer block and a close block. The Coffee Scrub block is auto-generated when an FAQ category is linked to a recipe. The FAQ block contains the basic text for the FAQ.

Step 2: Running the Recipe

Let's run the recipe to see how it works. The bot asks for user input. If you're unsure what to ask, you can type in a few words to check the suggestions. The suggestions can be auto-generated or set by the bot builder. For now, let's ask a valid question related to coffee scrub. The bot will go through its engine to find an appropriate answer and respond accordingly.

Step 3: Transferring to an Agent

We can also set up an FAQ to transfer the conversation to a particular block. In this case, let's try to talk to an agent. When we type "talk to agent," the bot transfers us to the transfer block for an agent. The exit option is directly linked to the close block, so clicking on the exit option will close the conversation.

Setting up and Adding FAQs

Now let's learn how to set up and add FAQs to the system.

Step 1: Accessing the Terra AI Dashboard

To add FAQs, click on the Terra AI option to redirect to the FAQ page. This will take you to the Terra AI dashboard.

Step 2: Navigating the FAQ Page

On the dashboard, you will see a list of FAQ categories. Locate the category that corresponds to the bot you were working with. In this case, it is the Coffee Scrub category.

Step 3: Exploring the FAQ Category

The FAQ category contains a set of questions with variations and an answer for each question. You can also access insights, grouped utterances, and contextual words related to the FAQ category.

Step 4: Viewing the FAQ Insights

The "Show Insights" option provides analysis for the queries handled by the bot. It captures keywords or phrases that were not expected and groups unidentified or incomplete utterances.

Step 5: Analyzing Key Metrics

The "Key Metrics" section shows the basic analysis of the engine performance for the bot you just used.

Step 6: Examining the FAQ Category Contents

The FAQ category contains all the questions with multiple conversational versions and their corresponding answers or block setups. It captures keywords for agent transfer and allows you to set up blocks for the flow to continue.

Step 7: Creating a New FAQ Category

To create a new FAQ category, click on the "New Category" button. Give the category a suitable name and select the language for the category. The newly created category will appear in the list.

Step 8: Creating Question Groups

Create question groups within the FAQ category. Name the groups based on the questions or use a random name. It is preferable to use the question itself as the group name for easier searching later.

Step 9: Adding Variations of Questions

Add variations of the same question within each question group. It is mandatory to add at least one answer for every group.

Step 10: Setting up Answers

Click on the "Answers" tab to add answers for the questions. You can showcase your answer in different ways, such as text or a long description. You can also add multiple answers for the same question, and the FAQ engine will determine the best answer based on user feedback.

Step 11: Adding Images as Answers

If desired, you can set an image as an answer option. Upload the image, and it will appear as a media block for the answer.

Step 12: Saving Changes and Training the Bot

After adding or modifying the FAQs, make sure to save your changes. To include the changes in the bot's learning process, train the bot so that the ML Engine can incorporate the updates.

That's it! You have now learned how to set up FAQs on the dashboard. In the next video, we will explore how to build an FAQ bot using the FAQ block, using the FAQ category "My Bot Trial." Thank you for watching, and we hope this information helps you.