This guide empowers you to take control of standard responses within your Kore.ai virtual assistants, built using the XO Platform.
Standard responses, while convenient, can sometimes interfere with your bot’s intended Behavior.
This article addresses two key scenarios:
Scenario 1: Triggering a Specific Intent Over a Standard Response
Let’s say a user types “manage account.” By default, a standard response might trigger.
But you want a custom intent, “ManageAccountAddress,” to handle it.
Here’s how to achieve this:
- Identify the Intent: Determine the desired intent, such as “ManageAccountAddress” in this case.
- Add the Utterance: Open the Kore.ai Bot Builder and navigate to the specific intent you wish to trigger (e.g., “ManageAccountAddress”). In the training section, add the utterance “manage my account.”
- Train the Bot: Train the bot to update its language model with the new association.
- Test the Utterance: Once training is complete, test by typing “manage account” in the chat window. Verify that the bot triggers the “ManageAccountAddress” intent instead of the standard response.
Scenario 2: Bypassing Standard Responses and Routing to SearchAssist
Imagine a user asks, “How can I manage account assignment PO?”
Ideally, this should reach SearchAssist for comprehensive information retrieval.
However, a standard response for “manage account” might intercept it.
Here’s how to ensure SearchAssist takes over:
- Create a “None” Intent: This acts as a catch-all for utterances that shouldn’t trigger standard responses or other predefined intents.
- Add the Specific Utterance: Include “How can I manage account assignment PO” within the “None” intent. This ensures it doesn’t trigger the standard response.
- Manage Utterances in Thresholds & Configurations: Navigate to this section and under “None” Intent, click “Manage Utterances.” Re-add the same utterance here for further reinforcement.
- Train and Test: Train the bot to update its language model, then test with the utterance in the chat window. Verify that the standard response is bypassed and SearchAssist is engaged.
Beyond the Workarounds: Feature Request for this is already in progress
We understand your desire for more control over standard responses.
We have submitted a feature request to our Development team, proposing an option to enable/disable them entirely.
We’ll continue monitoring its progress and keep you updated.
In the meantime, explore the workarounds mentioned above to optimize your bot’s Behavior.