Equip answer bot to use the terms handled in your business accurately!

In SalesIQ, Business terms are a collection of terminologies used as synonyms when referring to the same thing. Example: In SalesIQ, operator, agents, and representatives are synonymous terms that denote the same.

These similar terms make it difficult for the Answer bot to identify the correct articles. So users might duplicate the same article with different titles. For instance: In customer support, operators, agents, representatives, and executives are all used to indicate the same thing. So when a resource "Who are operators?" is created, to improve the accuracy, users end up making additional resources with similar titles such as "Who are agents?", "Who are representatives?" and "Who are executives?"

This technique is manageable when the total number of resources you have is small. However, if you have hundreds of articles in your knowledge base, it becomes tedious to duplicate and manage them. This can be overcome by using business terms; It helps you tackle this by allowing you to configure synonymous terms and jargon. For the same example given above, a user needs to group "Operator, agents, representatives, executives" in business terms as one. After the business terms have been added, the user can create resources using any of these terms, and the answer bot will train itself and respond correctly irrespective of the term used.

Real-time example:

In SalesIQ, we use the term Mobilisten to refer to our Mobile SDK. So in most of your help guides we would have used only the term Mobilisten. If a user asks a question on how to add Mobile SDK to their app, the bot might not fetch the right article to help the user. But if we associate the term 'Mobilisten' with 'Mobile SDK' in Business terms the bot will fetch the Mobilisten installation article and provide it to the visitor.

Benefits:

Improve answer bot's efficiency: Adding more similar terms in your business terms module can improve your bot's response by enabling it to provide the desired solution irrespective of the terms used.
Multi-regional: The usage of terms and vocabulary might change based on the visitors' region but will convey the same meaning. Grouping those terms in the business terms module could improve the bot's response.
Reduces data creation load by eliminating the need to create multiple articles with different titles.
Serves as a custom dictionary that answer bot can get trained on.

Best practices:

Keep the terms short and avoid sentences.
Create terms that denote meaningful synonyms that the bot might not be aware of, such as Operator, Agents, Support Rep, etc. And avoid common words that might convey the same meaning like Add, Create, Include, etc.

To know more about Business terms, check out our help guide here,

Regards,

Naveen

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