{"versionId":"33be34db-8877-4f73-95ec-08dc842a2812","articleId":"d2860ce3-a8e0-45d9-fc29-08dad41f7127","title":"Q&A insights","tags":["insights","All articles"],"content":"
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A guide to using Helpfruit's Q&A insights to monitor and train your chatbot.

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Monitoring conversations and tuning your bot​

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Go to Insights > Q&A in the Helpfruit portal to:

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Available filters on insights

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Filter your insights to focus on the things your most interested in:

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Date filter

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Filter by date range. The default = last month, but it’s fully customisable:

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\"filter
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Source filter

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Filter by source – eg to exclude any conversations on your test site:

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\"filter
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Keyword (free text) filters

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Search for keywords or phrases and filter on those results:

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\"faq
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Filter by tag

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You can also filter questions by tag.

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You can use insights tags to categorise and set up workflows in insights, and report on actions taken.

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Example: Here’s a possible scheme for using tags to manage your Helpfruit workflow:

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You could also tag questions with a person’s name/initials (eg “KD to review”) to create a review list for them.

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Filter by confidence score

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When a user asks your bot a question, the question is assigned a score from 0-100, representing the confidence the bot has in a matching answer.

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Confident answers (85-100)

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Marked in green in Insights, and the bot will answer the question directly

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Uncertain answers (50-85)

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Marked in orange in insights, the bot will answer with a Did you mean?

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\"\"
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Unanswered questions (0-49)

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Marked in red in insights, the bot will not provide a knowledge base answer. It may answer with web search. Expand to see the details:

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\"no
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Note: It is possible to change the default confidence score bands in the Settings area although this is rarely required. Defaults are:

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Reviewing uncertain answers and adding new questions/variants

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Navigate to the Uncertain answers tab for your chosen period and source.

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In this example, the user selected one of the \"Did you mean\" options presented

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From this screen, you can view the entry in Q&A, or directly add the user’s question as a variant to that Q&A.

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We are going to add as a variant to entry:

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\"add
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This takes you directly to the Q&A and adds the user’s question as a variant. Review the addition, and if you’re happy with it, save changes.

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\"adding
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Then you just need to navigate back to insights, and tag the question accordingly.

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Other options for uncertain answers and unanswered questions

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If none of the “did you mean” questions is a good match for the user’s question, or the user’s question is unanswered, you have some other options:

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If you know there is an existing question that would be a good match you can add the user’s question as a variant to that question

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To do this, click the 3 dots to the left of the user’s question, and select:

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\"add
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You then get the option to search for/select a question to add a variant to – start typing to see options:

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\"add
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Once you select an option, you’ll see that question in the Q&A screen, with the user’s question added as a variant.

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Again, you just need to check and save changes. Then navigate back to Q&A Insights and tag the question accordingly.

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If there is no suitable answer, you can add the user’s question as a new question

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To do this, click the three dots next to the user’s question and select:

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\"create
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This will open up the knowledge base with a new entry, pre-populated with the user’s question:

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\"add
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You then need to add an answer, follow ups and categories if required, and save.

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Save, train and publish

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When you have completed a session reviewing and training your bot, make sure to save any unsaved changes, train and publish, to see your changes reflected in the bot.

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Note: you can’t publish until you have trained your bot. Your next action is indicated as an available button, others are shaded out.

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\"save
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","description":"","isMarkdown":false,"publishedOnUtc":"2024-06-11T02:29:27.3237594","modifiedOnUtc":"2022-12-05T02:47:07.8211942"}