🆕Manage handover where KBAI is unsatisfactory

When your Knowledge base AI finds a responses that is unsatisfactory, doesn't find a response, or fails to find one, recognizing when to hand over to human support is key.

If your Knowledge base AI (KBAI) cannot retrieve an appropriate answer to the user's question, it will result in "no finding." This behavior ensures that KBAI avoids providing unrelated answers or hallucinations.

To maintain a balance between efficiency and support, it's best practice to allow users to reformulate their questions and provide an option to connect with a human agent when the bot cannot assist effectively.

Example of handover where the KBAI fails.

This article presents a flow model that detects intents before using Knowledge base AI (KBAI). The model will count the number of times where an answer was unsatisfactory before handing the user over to an agent.

The handover flow presented in this article follows this flowchart:

KBAI handover flow model.

Let's see step by step how this flow is working.

1. Provide built-in answers for crucial matters

When building your bot, there are typically some issues that would 100% of the times need the help of a human. To make sure these matters are tackled as early as possible, the best strategy is to catch them at the start of your flow by using intents.

Provide built-in answers by building a strong NLP model.

Build your NLP model from your NLP tab.

2. Use your KBAI for other questions

For any question that is not urgent or that doesn't need a built-in answer, use the KBAI. Your bot will then see if an answer can be found based on your documentation.

Use KBAI to find an answer when the bot doesn't understand what the user said.

To use Knowledge base AI inside your bot, you'll need to set up a KBAI flow or start with our KBAI bot template.

3. Count the number of unsatisfactory answers

Count the number of times that your bot wasn't able to help the user by incrementing a count variable with 1 each time you go through an unsatisfactory answer.

On Chatlayer, you can increment variables inside the Go to section inside a block.

Example: we pass on an incremented {count} variable to the next block.

Please note that for this tutorial we are using the new expression syntax. If you're using the old expression syntax, you'll need to use the {counter|increment} syntax.

4. Transfer to agent after multiple unsatisfactory answers

After 2 unsatisfactory answers, the user is handed over to an agent.

After 2 unsatisfactory answers, hand over the bot to an agent.

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This is what this handover flow looks like after it was build on Chatlayer:

KBAI handover flow model build on Chatlayer.