Introduction
In this page, we will walk you through the essentials and the checklist before launching your Ticket Bot.
Depending on whether you are using our Zero Training or Expression-based Ticket Solution, we have different resources we would recommend to ensure your bot is ready for launch.
However, regardless of which solution you are using, review the below points to ensure your bot's AI is set up appropriately
- Ensure you assign your Intents/ Use cases to a category and the description is informative
- Have no overlapping Intents (Expression-based Ticket Solution)/ Use cases (Zero training)
Use cases
Use cases is the term for our bots powered by our Zero-training AI engine. Use cases are topics to which bot builders give a title and a description. The description of each use case is what the bot looks at to recognize and classify customers' queries when they come in. Use cases don't require to be trained with expressions.
Intent Overview
See this article to keep your bot (Expression-based Ticket Solution) smart by using Confusion Matrix
For your Zero-training bot, we have built the Conflict Resolution tool to give you indications and tips on if and how to resolve conflicts. Conflict Resolution tool explained (coming soon)
Expressions Overview
The same expression or similar expressions should never be trained to different intents. This will cause considerable confusion for the AI model, and for an intent to be incorrectly triggered and trigger other intents incorrectly.
Recommended expression count weighting of meaningful intents at launch:
- Most frequent: 150 expressions
- Mid-frequent: 100 expressions
- Least frequent: 50 expressions
Checklist
| Topic | Description | Helpful Resource |
| Is the Tone of Voice consistent across Bot Persona? | The Tone of Voice of the Replies should be aligned with the Bot Persona. | |
|
Are the Knowledge Sources imported successfully? |
If the Knowledge sources are not imported successfully, the bot will not be able to access the information. Also, your Knowledge sources should be informative. Remember, the bot only knows what is in your Knowledge sources. |
UltimateGPT Settings Explained |
|
Are all Intents/Use cases you want to have in place? |
Check your Automation Reports to see all the suggested Intents/Use cases. Review and make sure you have added all the Intents/Use cases. | Intent Assistant Explained |
| Are the correct Replies active? | Activate the correct Replies in your bot. |
|
| Are all the bot level Actions and Reply level Actions set up? | Add all the Actions you would like to have, both bot level Actions & Reply level Actions. | |
| Are the correct Actions triggered on Zendesk? | By now, all your Actions should be set up correctly. You can then double-check and test if they are triggered. | |
| Have the Replies been tested? | All the Replies should be tested. eg. if the conversation flows make sense; if the blocks are triggered correctly; if the conversation flows are end-to-end completed. | Conversation Design - Chat Replies |
| Correct Intents/ Use cases and Replies are triggered on Conversation Logs | Test the bot, and check if correct replies are triggered. Use the Conversation Logs for detailed info of the conversation and troubleshooting. |
|
| Are the Conditional Blocks working? | Go through the dialogues and see if all the Conditional Blocks are working correctly. | Conditional Blocks Explained |
| Are the Content Entities checked? including in other languages | Test if the Entity Recognized blocks work in all Replies in all the languages you have. | |
| Are all the placeholders replaced with final content? | Make sure all the placeholders and TBDs are determined and finalized. |
After your Email bot has been launched, you will be able to collect data from how your customers interact with your bot, you will then be able to use the data to maximize the Actions, Replies, and overall value of the Virtual Agent.
Test your Virtual Agent, maximize your Virtual Agent, and repeat. A cute bot can always be even cuter🥰