Best way to set up a Q&A bot

(Michael Shillingford) #1

Hi everyone!

Just getting started and would love to pick your brains.

I’m looking to set up a bot that answers basic questions for our customers, but also has a human takeover mode. I’ve got the human takeover side sorted thanks to a complex array of attributes and keywords that our social media customer service tool knows to pick up or ignore. The challenging part is picking up user language.

I know the keywords that our customers use when asking questions thanks to reams and reams of data from our website and Google Analytics. What I don’t know is how to set up FlowXO in a way that detects keywords from a user’s message to the bot, then deliver an answer based on those keywords.

The situation I absolutely want to avoid is trying to predict every single way a user might ask a question. I just want to use keywords from their messages to deliver a correct answer.

Any advice?

(Daniel Beckett) #2

Hi @Michael_Shillingford,

The functionality that you’re describing sounds like Natural Language Processing (NLP) which would require a third party service like Dialogflow (formerly api.ai). NLP is used to capture a user’s message to parse their intent.

There’s a tutorial for Using Flow XO with Dialogflow that shows how the integration can be setup.

In terms of tools available directly on the platform there is Word & Phrase Matching that can be used with Bot Triggers & Actions for keywords and phrase groups but you would need to manually setup what you’re looking to trigger on.

Hopefully that helps.

Thanks,
Dan

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(Michael Shillingford) #3

Thanks Daniel!

I’m trying to strike a balance between the bot being able to provide some kind of response other than an error, and giving the right answer. I’ll have a think about Word & Phrase matching, but it sounds like it would require LOTS of different triggers. Would there be a way to do this with Google Sheets or is that an exact match situation only?

NLP services are something we’re looking into as a business, but I don’t think we’re quite ready to invest yet.

M

(Daniel Beckett) #4

Google Sheets would look for exact matches so wouldn’t really help unfortunately. The bot triggers and actions is actually more forgiving since it has word & phrase matching but it would require you to setup the list of keywords and phrases to match against.

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