Add more solutions to your knowledge base with UAQs.
What are UAQs?
The UAQ section consists of a collection of all the questions asked by the visitors that the answer bot has managed to find intents from but couldn't find an answers to.
When the bot does not know the answer to one of the questions that the visitor asks during a conversation, the aforesaid question will be recorded here.
Only the first question from the visitor with a particular intent is populated in the UAQ listing screen. Then, based on the intent of the following questions, the number of occurrences is increased by 1 each time a question with the same intent is asked.
Key Feature:
Strengthens your Resources module: The UAQ module helps you understand what customers are looking for inside your product. This can help you improve the quality of the resources (Articles, FAQs, etc.) that you have for your business/organization and customer self-support. The lesser the number of UAQs, the stronger your Resource module.
What actions can be performed with UAQs?
There are four actions that you can perform with each of the UAQs - Add as a new FAQ, Associate with an FAQ, Add as a new Article and Associate department.
- Add the question to the list of existing FAQs for your organization.
- Associate the UAQ to an existing FAQ.
- Draft an article that addresses the UAQ and add it to your knowledge base. These articles will be available to operators/bots to share during conversations.
- You can also associate the UAQ with a different department. When this option is chosen, a list of all the available departments will be displayed and you can choose one from the list.
Say, the website visitor has purchased a product from your online store but wants to return it for a specific reason. The visitor asks the bot about the refund policy on your website but it couldn't find any resources to answer. In this scenario, this particular question from the visitor will be recorded in the UAQ section inside Resources. Based on this, you can draft an article/FAQ that your operators/bots can share during future conversations.
To learn more about UAQs, click here.
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