🆕Conversation insights [Beta]

Our brand-new features to help you understand what users really want to say.

What are Conversation insights

Conversation insights help you understand how people actually interact with your bot. They show real messages from users, so that you get suggested intents and new intents.

Think of Conversation insights as clues that help you fine-tune your bot without guessing.

Conversation insights are available after 5K of Not understood blocks were triggered in conversations between your customers and your bot. Once insights are available for a language, you'll get notified by an email and a banner on the platform.

For now, Conversation insights are only available as closed Beta. If you'd like to test it, please contact us.

How to enable Conversation insights

1

Go to Bot settings.

Under your Settings tab.

2

Toggle on Conversation insights.

Under the Generative AI settings.

3

Click Save.

On the top-right corner of the modal.

How to review your insights

To make sure to keep control of your bot, always use Conversation insights in the DRAFT version of your bot. The changes you made after reviewing insights will be visible to your users once the bot is published.

1

Go to the Conversation insights tab.

Under the NLP tab, go to Conversation insights. If your insights are ready, you will see a list of what users said for the corresponding language. If your bot is multilingual, you can check the insights language from the top-right dropdown.

2

Click on an insight.

A panel will open on your right-hand side.

3

Check the intent that is suggested.

There are 2 possibilities here. Either the suggested intent is:

• An intent that is already in your NLP model. In this case, there is no label next to the intent.

• An new intent that is not part of your NLP yet. In this case, it will be labelled in green as 'new intent'.

4

Review the expressions.

Take your time to scroll down and read through every expression that is presented to you.

Make sure to unselect the expressions that do not see fit to your needs.

5

Decide in which intent to place the selected expressions.

Your cluster of expressions can now be added to the intent of your choice. There are 2 possibilities here. Either:

• You select an intent that's already part of your NLP.

• You type a new intent name on the field.

6

Click + Add to intent

By doing so, you're adding what's above to your NLP model and saving your changes.

Once this is done, the line of the insight that you just reviewed will disappear.

7

Train your NLP

Once you're done with your insights review, make sure to train your NLP to make sure that your NLP takes your changes into account.

8

Publish your bot

Once you'd like your end-users to benefit from your changes, don't forget to publish your bot.

A new batch of insights will come your way once 5K Not understood threshold is reached again!

Questions, feedback?

• 💌 Ask your question by email.

• 📞 Book a 45min call with us.

Happy bot building!