🆕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.
Last updated
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.
Last updated
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.
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:
Let's see step by step how this flow is working.
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.
Build your NLP model from your NLP tab.
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.
To use Knowledge base AI inside your bot, you'll need to set up a KBAI flow or start with our KBAI bot template.
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.
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.
After 2 unsatisfactory answers, the user is handed over to an agent.
This is what this handover flow looks like after it was build on Chatlayer:
