Training

Learning is the section that allows you to train the virtual agent. Every question typed by users is listed here.

The Learning Table

The table displays the user request, the detected language, the path identified by your bot as the response to the user request, the date the question was asked, and the confidence level.

For any request recognized by your virtual agent with a confidence level below 90%, the user is redirected to a human support agent. This highlights the importance of training the agent to handle the most frequent queries likely to be resolved by your predefined paths.

Learning Buttons

To teach an expression to your virtual agent, hover over the relevant row. Three round icons will appear on the right.

• The first icon allows you to validate the expression: the virtual agent has correctly identified the path and the language.
• The middle icon lets you correct an expression wrongly identified by the virtual agent: select the correct path and language, then click "Validate."
• The last icon on the left lets you delete an expression: your virtual agent already recognizes this expression with a confidence level above 90%, so it does not need to be learned again, which would overload the system. Alternatively, the expression may be a noise phrase or a high-value question that will be escalated to human agents.

Using Filters

The panel on the right side of the screen provides filters to process expressions by keywords, language, recognized path, question date, or confidence level. For faster and more efficient learning, we recommend prioritizing expressions with the lowest confidence levels using this filter.

Handling a Group of Expressions

You can process multiple requests at once. To do this, select the relevant rows in the table using the checkboxes on the left. At the top right of the page, you’ll find the same three icons available on individual rows to process the selected expressions.

Number of Expressions per Page

You can adjust the number of expressions displayed simultaneously on your learning page by using the dropdown menu at the bottom left of the page.

Viewing the Conversation

All messages entered by your visitors appear in chronological order in the learning section without a threaded view. If the request you wish to process is unclear, you can view the full conversation by clicking on "View Conversation." This context will usually help you better understand the response your customer is expecting.