Control the precision of answer bot responses
Hello everyone,
Admins can control the precision with which the Answer bot analyzes and generates a response by adjusting the threshold levels.
Based on predefined threshold values, Zia analyzes how closely the query matches with the available KB articles. The accuracy of the generated response will depend on the threshold level.
There are three levels of accuracy thresholds:
Exact - High accuracy. This option can be enabled for situations where precision is important. Under the Exact threshold, the confidence score is high for the generated response .
The answer bot will analyze the question and look for an exact match for it in the articles, only if it finds an article with similar title it will generate a response. For example, if a customer asks, 'How to reset my password?' the bot will find an article with same title and generate a response.
Confident - Medium accuracy. This option allows the bot to respond when there is a strong match between the query and available articles.
The confidence threshold is set at a moderate level, enabling the bot to interpret contextually and find the closely related articles. For example, If a customer asks, 'I forgot my password,' the bot will find an article that has information about forgotten password and use it to generate a response.
Possible - Fair accuracy. This option operates at a lower confidence threshold. Helps provide relevant information even when questions are loosely framed or phrased differently.
It prioritizes broader coverage and assistance over strict precision. For example, If a customer asks, 'I cannot find my agent under a department, the bot will understand the context, find the relevant article on teams and departments and generate a relevant response.
Threshold settings play an important role during the initial set up of the Answer bot. If responses seem limited, adjusting the threshold level to Possible or Confident can help increase content coverage and improves the quality of the answers. By fine-tuning how answer bot responds to queries, teams can deliver more consistent and reliable content.
Kindly refer to the help doc: Answer Bot Threshold for more information.
Availability: Enterprise edition.
DCs: US, IN, AU, EU, JP and CA and CN DC.
PM: @Kavil Rawat
Regards,
Ramya Ajith | Zoho Desk - User Education
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