Dislike Question Learning Guide

——Learn how to use the Dislike Question Learning we offer you and its scenarios through this article

Role of Dislike Question Learning

We would like you to know about the scenarios and roles of the Dislike Question Learning function first:

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

● Purpose: To learn about the reasons why bot answers are disliked, improve customer satisfaction by optimizing answers, and increase the bot's Independent Reception %.

● Usage permissions: Currently, the Dislike Question 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 Dislike Question Learning

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

● Restrictions

Dislike Question 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 Dislike Question Learning:

1. When the customer initiates an inquiry with the bot, and after the answer given by the bot is disliked by the customer, the customer question, hit standardized question and answer will be recorded in the Disliked Question Learning.

2. At present, the data only records one-round questions that have been disliked, and multi-round questions that have been disliked are not recorded.

● When to Use Dislike Question Learning

1. Start time: When the bot is launched for use by formal users, Dislike Question Learning can be used, and the learning frequency depends on the daily data volume, at least once a day.

2. Learning restriction: Dislike Question Learning mainly focuses on optimization of answers. It can also learn customer questions as new standardized questions or into standardized questions in the knowledge base. When over 200 similar questions are learned, it is recommended not to continue adding similar questions.

3. Continuous operation period: When similar questions of all questions are enriched to 20-200 pieces, or the bot answers will still be disliked after being optimized without reasons, that is, almost two months after the bot goes online, you can enable the Guidance Dislike Question Optimization Setting in the intelligent optimization setting. For details, refer to the Intelligent Optimization Setting Guide. Then you only need to view it once a week according to the actual business updates.

● How to use Dislike Question Learning

1. Step 1: On the Dislike Question Learning Page, you can view a list of standardized questions corresponding to the disliked answers in all the knowledge bases under the current bot. The list is sorted in reverse order of disliked questions.

Figure 1: Dislike Question Learning Page

2. Step 2: Click on the【Learn】button to view all customer questions that have hit the standardized questions and are disliked. When there are multiple answers to a question, they can be differentiated based on the disliked answers.

3. Step 3: View the【Chat Details】and clarify the reason for disliking. The first reason is: long answer, poor layout, unclear expression, incomplete expression, etc. You need to click on【Optimize Answer】. After selecting multiple optimized answers and saving them, the selected questions will be removed from the list. The second reason is: mismatching. You need to click on【Add New Question】or【Learn to Other Questions】

Figure 2: Dislike Question Learning Page

4. Step 4: Items that do not need to be processed can be removed from the list

5. The following introduces the functions of each operation:

Optimize Answer: Select a customer question and 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 dislike question learning next time.

● Other Functions of Dislike Question Learning

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

2. Support searching for customer questions through multiple keywords.

3. Support exporting