Trans-to-Agent Questions Learning Guide

——Learn how to use the Trans-to-Agent Questions Learning we offer you and its scenarios through this article

Role of Trans-to-Agent Questions Learning

We would like you to know about the scenarios and roles of the Trans-to-Agent Questions Learning function first:

● Usage scenario: After the knowledge base is launched, when a real customer inquires the bot, the trans-to-agent customer questions need to be optimized by the operator.

● Purpose: To learn about the trans-to-agent reasons, and reduce the customer trans-to-agent cases and improve the bot's Independent Reception % through methods such as optimizing question answers, optimizing matching capabilities, and adding new questions.

● Usage permissions: Currently, the Trans-to-Agent Questions Learning menu has not been fully available for the public. If you want to use it, you need to contact the service manager to enable a whitelist for trial use

How to Use Trans-to-Agent Questions Learning

You will find a description of the role and effect of each function point below:

● Restrictions

Trans-to-Agent Questions Learning changes with bot you select in admin console.

● Source of To-Be-Resolved Questions

Introduce you to the sources of to-be-resolved questions in Trans-to-Agent Questions Learning:

1. Customer questions while the bot receives customers during which trans-to-agent cases occur, including three scenarios: clicking on the Trans-to-Agent button below the direct answer, clicking on the Resident Trans-to-Agent button on the visitor, and replying to the trans-to-agent keyword.

2. Clicking on the Trans-to-Agent button below the direct answer will record the customer question that triggers the direct answer.

3. Clicking on the Resident Trans-to-Agent button on the visitor will record the customer questions directly answered by the bot before clicking on the Trans-to-Agent button.

4. Replying to the trans-to-agent keyword will record the customer questions directly answered by the bot for the sentence preceding the trans-to-agent keyword.

● When to Use Trans-to-Agent Questions Learning

1. Start time: After the bot is launched for use by formal users, it is necessary to quickly enrich the knowledge base in the early stage. You can use operation tools such as Unknown Question Learning, Adopted Guidance Question, and Guidance Rejected Questions. For Trans-to-Agent Questions Learning, you can start paying attention to it about 2 weeks after the launch, and operate it for about 1 month. If the company is medium-sized with 1,000 or less bot entries, you can focus on trans-to-agent questions.

2. Continuous operation period: When there is no clear increase or decrease in the bot's Independent Reception % indicator during the observation period, the frequency of learning can be reduced to ensure that it is viewed about once a week.

● How to Use Trans-to-Agent Questions Learning

1. Step 1: On the Trans-to-Agent Questions Learning Page, you can view the list of to-be-resolved questions transferred to agent after the agent asks questions. They are sorted in reverse order of asking times by default.

Figure 1: Trans-to-Agent Questions Learning Page

2. Step 2: You can analyze the trans-to-agent reasons through【Chat Details】. As the current trans-to-agent data is trans-to-agent by direct answer, there are usually the following reasons: mismatching, no answers in the knowledge base, and unclear answers and expressions.

3. Step 3: For mismatching, the customer questions can be 【Learned to Other Questions】and you can check if there are similar questions that hit the standardized question. Click 【Optimize Answer】to enter the edit page of the hit standardized question, adjust the standardized question, similar question and optimized answer.

4. Step 4: If there is no answer in the knowledge base, you can【Add New Question】. If the answers and expressions are unclear, you can【Optimize Answer】.

5. Step 5: For questions need not processing, you can delete them. For customer questions that no longer need to be learned through trans-to-agent questions, click【Permanently Ignored】.

6. The following introduces the functions of each operation:

Optimize Answer: Click【Optimize Answer】to open the one-round question page where you can modify the answer or question. After publishing, return to the learning list, and the selected customer question will be cleared from the learning list.

Add new question: After clicking, the page for adding one-round questions will open. You can select the match method and add a new one-round question.

Learn to other questions: After clicking, the one-round and multi-round questions of all bots will be displayed for you. You can learn this question into other standardized questions in the knowledge base.

Chat details: You can understand the real chat scenario of the customer's questions.

Delete: After clicking, this customer question will be deleted from the list, but the same question will still be recorded in the Trans-to-Agent Questions Learning next time.

Permanently Ignored: After clicking, the selected question will be recorded in the Trans-to-Agent Questions Learning - Permanently Ignored tab. When you want to ask the customer a question next time, you will not enter the trans-to-agent questions list.

● Other Functions of Trans-to-Agent Questions Learning

1. Support item-by-item operation and bulk operation.

2. Support searching for customer questions through multiple keywords.