Bot intent confidence
Based on the training data for the Bot (NLP), the Bot will identify any of the customers' statements with the first three intent of the highest confidence. From there, the system compares the first intention with the Bot confidence to determine whether the bot understands or doesn't understand users’ statements.
The system default confidence score is MIN 30 and MAX 60
Setting Chatbot Confidence logic:
Case 1: Turn on suggestion.
Intent with highest confidence score > MAX: Bot understands and responds as intended
Intent with highest confidence score < min-confidence (ex: 0.3) => reply default answer.
MIN < Intent with highest confidence score < MAX => Bot offers the 3 most related suggestions if possible (these 3 sentences are 3 sentences with the description of the intent, when clicking on 1 sentences, Bot will answer according to the scenario).
Case 2: Turn off suggestion
- Intent with highest confidence score > MAX: Bot understands and responds as intended. Intent with highest confidence score < MAX: Bot do not understand, reply default answer.