In the training section, you will find your Commonly asked questions and the Training list, including all your intents with their titles, Sent and Edit dates, current statuses, and statistics!
The Training list provides you with a list of intents, including the main question variation as a training title.
Once the end-user clicks the End conversation button, the training will be marked as Resolved and appear on the Statistics pie chart. This means that your AI assistant was able to resolve their request. A training is marked as Unresolved when the end-user requests to Connect to Support. This means that the assistant could not fully help the user, and further training of that intent may be required.
Commonly asked questions
In the Commonly asked questions section, Hoory collects diverse customer requests from your Inbox, analyzes them, and clusters the conversations with similar intents.
You may be wondering the difference between the intent clusters in the Training list and Commonly asked questions, so let's figure it out!
The primary difference is that the top clusters that appear in the Commonly asked questions section contain the often-asked questions by your website visitors. In essence, these are generated through actual questions asked by users on the Hoory 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 an existing training, it clusters it inside that intent. Otherwise, a new cluster with common question variations is created.
Note: When you see a question variation added inside an existing training, it means that your assistant has already provided the user with the answer of that intent. Make sure to accept or decline the matched variation to ensure proper training.
Accept or decline a question variation
Once you’ve clicked Start training, you’ll see the question variations of a given cluster.
Here, you can either accept or decline the clustered question variations. You can accept question variations if they correspond to the intent.
The question variations that do not correspond to the intent should be declined. After declining, there are approximately 5 seconds left before the intent leaves; it automatically finds a new cluster among other cluster variations. If you find the variations inside the cluster redundant, you can delete the cluster.
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 in 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 follow-up actions.
When the answer’s ready, just click Save.
Once you have accepted the right clustered variations and created an answer or declined the ones not needed, it’s time to push the cluster live! This means it will be included in your live Training list. Just click the Go live button!
Note: If you don’t want to push the intent live yet, you can save it as a draft and return later.
Congratulations! When the intent is live, your assistant will answer the question variations with the response you’ve assigned it!
Once your assistant is trained enough, it will be fully ready to assist the users and leave only personalized requests for the Support team. Please contact our Support via [email protected] for more information.