Configuring a Collect User Question action allows the bot to accept a visitor’s open-ended text questions. Using the HappyFox Chatbot’s AI Search, the bot understands the query to find the best recommendation from its Knowledge content repository. The top 3-4 matching answers or articles are shown to the user as a user choice. 

Setting up the Knowledge Content Repository for AI Search 

• The Collect User Question action is powered by AI search that considers the question typed by the chatbot visitor. 

• The knowledge sources could be of 3 types - 

  • Answers

  • Guides

  • Knowledge Base

 

Configuring Collect User Question action

For the bot to understand the free text questions from a visitor, the following configurations have to be made - 

 

• Login to the bot builder

• Navigate to Bots on the left tab and choose the bot to add the action

• Go to the required point on the chatbot flow where the action needs to be added

• Click on +

• Choose Collect User Question

 

 

• With this action, the bot will open up an input text bot where users can post their questions and the bot will suggest top Q/As from the repository

• Once the bot collects a user question and recommends content, there could typically be three scenarios that can occur. The visitor was able to make use of the recommended content, s/he would need more information, or the visitor likes to escalate it to the next level. For each of the mentioned scenarios, the admin needs to configure it so that the bot knows what to do in each case.

• The next step includes feedback configuration-

  • On Success - Successful Question & Answer suggested by the bot

  • Escalate to Next Step - When the bot suggestions are not helpful to the end user

  • Need More Information - When the options displayed by the bot aren’t relevant

 

Section filtering during AI search

 

You can enhance the chatbot's accuracy by training it with relevant content. Specific KB sections/ articles containing specific tags in the Knowledge Base can be referred by the bot while replying to a user question. The sections can be chosen in Customize Bot Response > Knowledge Base. When you click on the gear button in Bot Response Settings, the Customize Bot Response modal opens up.

 

Here are the components of the modal - 

• Lookup content only from selected sections - Enabling this toggle will list all the KB sections connected to the bot. You can then select the specific sections that you want the bot to utilize for its AI search. The AI search functionality will be limited to the selected KB sections.

• Lookup content only containing specific tags - You can enable this toggle to add the list of tags associated to the KB articles that you want the bot to utilize for its AI search. The AI search functionality will be limited to the articles containing the tags.

• After selecting the content, click Save

• Save & Publish the chatbot

Feedback Configuration

For each of the cases, the bot messages and responses can be configured in Customize Bot Response > Messages. When you click on the gear button in Bot Response Settings, the Customize Bot Response modal opens up. 

 

 

Here are the components of the modal - 

• The message shown before showing search results

• Follow up after displaying the selected answer

• Feedback - You can either add a custom follow-up message when configuring “End Chat” or link it to an existing step. 

  • On Success

  • Escalate to Next Step

  • Need More Information

 

• After configuring the Bot Responses, Save the Settings

• Save & Publish the chatbot

 

Testing Your Chatbot 

 

Click on the button Test to open a new tab with your published bot.