stormy-gold•2y ago
Intents and irrelevant responses to questions
I'm new to Voiceflow, so please bear with me whilst I ask what might seem like a fundamental problem...
Some things are puzzling me with regards to the handling of certain questions in my test chatbot. For example, although my knowledge base includes my phone number, the following 4 variations of the same question ("What is your phone number?" "What is your telephone number?" "What is your contact number?" and "How can I reach you by phone?") all result in the same response which is completely irrelevant to the question asked.
Instead it takes the user to an irrelvant intent which has no mention or utterance of phone number, or anything remotely similar.
What could I be doing wrong? Any suggestions (as long as they're polite!)
By the way, I have asked many other questions which resulted in correct responses from my knowledge based, but these phone related questions are bugging me.
Thanks.
1 Reply
It sounds like your chatbot might be experiencing issues with intent recognition, which is crucial for handling various user inputs effectively. Here are some key points to consider:
- Voiceflow uses Large Language Model (LLM) technology for Natural Language Understanding (NLU), which helps in recognizing user intents from free-form text inputs. This means your chatbot should be able to understand different ways users might ask for your phone number.
- Ensure you have defined intents and utterances correctly. Intents are the goals or purposes behind a user's message, and utterances are the various ways a user might express these intents. Having a broad range of utterances for each intent can improve recognition.
- Review the setup of your intents and utterances in Voiceflow to ensure they cover the variations of how someone might ask for your phone number. It's possible that the current setup might not be broad enough to capture the variations you mentioned.
- Consider revisiting the documentation on adding user inputs, intents, and utterances to refine your chatbot's ability to understand and respond to user queries accurately.
For more detailed guidance on working with intents and utterances, you might find the following resources helpful:
- Adding User Input – Voiceflow
- Managing Intents and Utterances within the Assistant – Voiceflow