Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Intelligent IVR/ Adding a Q&A-oriented Chatbot
Updated on 2023-09-20 GMT+08:00
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Adding a Q&A-oriented Chatbot

A Q&A-oriented chatbot answers a customer's questions based on knowledge rather than the customer's objective.

Before adding a Q&A-oriented chatbot, you need to add an FAQ group, which is similar to a domain used in a task-oriented chatbot. An FAQ group is used to answer specific business questions, such as a product tariff question.

  1. Choose Knowledge Management >FAQ Management.
  2. Click Add.
  3. Set Name for the FAQ group, and click SAVE.
  4. Enter a question, click Query, and check whether a similar question has been added to the current FAQ group. If not, go to the next step.
  5. Click Add and enter the question, standard answer, and reply type (reply texts or resource templates), as shown in the following figure.

  6. To improve the answer matching accuracy, click next to Question or next to Keyword1 to add a similar question or keyword.
  7. Click SAVE. In the dialog box that is displayed, click OK.
  8. (Optional) To improve efficiency in managing Q&As, enter them in a specified format and import them into the system in batches.

    1. Select a Q&A record and click Export All.

      The system exports a .json file, as shown in the following figure.

      Multiple records are supported for simQuestions, simAnswers, and keyWords. They must be entered in formats provided in the preceding figure.

    2. After entering all Q&A records, click Import, click , select the .json file on the local server, and click UPLOAD.

      If certain questions to be uploaded exist in the FAQ group, when you select Overwrite Existing Configuration, they overwrite the existing ones. Otherwise, they will be imported as new records.

    3. When the import succeeds, click OK.

  9. Test the Q&A-oriented chatbot.

    1. Close the Manage FAQ Group page, click next to the new FAQ group, and choose Test FAQ.
    2. In the input area, enter a question or keyword, and click .

      The Q&A-oriented chatbot returns an answer and a list of similar questions.

  10. Activate the Q&A-oriented chatbot.

    1. Close the Test FAQ page, click next to the new FAQ group, and choose Activate.
    2. In the confirmation dialog box that is displayed, click Yes.

      The FAQ group enters the Activate state.