In the training section, you can find Commonly Asked Questions and the Training list, where you can see all your intents with their titles, Sent and Edit dates, current statuses, and statistics!
The intents appear in the list with the main variation as the training title, which is generated based on your questions’ variations and keywords (e.g., AI assistant, chatbot origin, etc.)
Moving right, you can see when your training has been Last sent and Last edited and its current status (Live, Draft, Paused).
In the long run, you can also see the statistics of your training: how many times the questions have been Resolved and Unresolved. If the training is marked as Resolved, it means that the user clicked the End Conversation type action (the bot could resolve the request). They are marked as Unresolved when the user requests to Connect to Support. This means that the assistant could not fully assist the user, so further training of that intent may be required.
Commonly Asked Questions (CAQ)
In CAQ, Hoory collects diverse customer requests from the Inbox, analyzes, and clusters the conversations with similar intents. Let's start!
I am sure you may be wondering what the difference between the Training list and Commonly asked Questions (CAQ) intent clusters is? Let me explain them to you!
The primary difference is that the top clusters appearing in the CAQ section contain the often-asked questions by your website visitors. In essence, these are generated by the actual questions asked by the users on the widget.
The questions that belong to the same intent are identified and grouped into the same cluster. If your assistant finds a question variation relevant to existing training, it gets clustered inside that intent. Otherwise, a new cluster with common variations is created.
Accept or Decline a Question Variation
Once you’ve clicked Start training, you’ll see the question variations of that cluster. Here, you can either Accept or Decline the clustered question variations.
If you want to remove the newly added variation, you can click the checkmark (which indicates that the variation has been accepted) and decline. You may need to know what these functions are for:
Accept the question variation that belongs to this intent. This ensures that similar questions will have the same answer.
Decline the question variation that you think does not belong to this intent but might belong to another one. If you decline, the question variation will be removed from the intent to find its new group of variations.
After declining, there are approximately 5 seconds left before the intent leaves; it automatically finds its new cluster among other cluster variations when it goes. If you don't need the new cluster with your declined variation, you can delete the intent, and you will not see it again.
If you’re training a newly-generated cluster that doesn’t have an answer yet, make sure to add one answer for all the accepted question variations.
You can customize your answer based on our editor to add an image, change the text color, insert links, emojis, and further.
Click Add action to add interactive actions for quicker replies. Check out this guide to learn more about Hoory’s follow-up actions.
When the answer’s ready, just click Save.
Once you have accepted the right clustered variations or declined the ones that are not needed and created an answer, it’s time to push the cluster live! This will make sure that it joins your live Training list. Just click the Go Live button at the right top of the screen.
Note: If you don’t want to push the intent live yet, you can always keep it saved as a draft and return later.
Congratulations! When the intent is live, your assistant will be able to answer the question variations with the response that you’ve assigned it!
Once your assistant is trained enough, it will be fully ready to assist the users and leave only the personalized requests for the Support team.
For any further questions or concerns you may have, please visit Support for more information or contact our team.