Testing Virtual Assistants

After configuring the Virtual Assistant, the customer can test the Virtual Assistant. Testing the Virtual Assistant helps in gauging the flow of the case base.

Only users with the Botmaster Analyst role can test the Virtual Assistant. The Chat with Assistant button is not accessible without this role.

While testing the Virtual Assistant, certain icons are displayed to provide the user with additional information regarding the conversation with the Virtual Assistant. Clicking the Question icon opens the Edit Question pane in the Knowledge Console that allows users to make the required changes to questions. Similarly, clicking the Solution Article icon opens the Content pane in the Knowledge Console. The following table describes these icons in detail:

Icon

Content Displayed

Utterance Icon
  1. Intent
  2. Score

Question Icon
  1. Question presented
  2. Displayed answers
  3. Question ID
  4. Case Base ID

Answer Icon
  1. Question answered
  2. Answer given
  3. Question ID
  4. Case Base ID

Solution Article Icon
  1. Solution Article
  2. Article ID
  3. Case Base ID

Page Push Icon
  1. URL of the page push article
  2. Case Base ID

Frown Icon
  1. Chat escalation by customer
  2. Entry point 

Happy Icon
  1. Warm escalation

Transfer Accepted Icon
  1. Completed transfer
  2. Entry point

Error Icon
  1. Error Code
  2. Error Reason
To test the virtual assistant:

  1. From the Navigation menu, browse to Assistants.

  2. On the Assistants page, click the Chat with Assistant  button.

  3. A pop-up window appears on the page. Once you type in the question, the available answer is displayed. If you hover over the displayed icon, you can view additional details such as the answers provided, solution articles, etc. Clicking the Question icon and the Solution Article icon takes the user to the Knowledge Console.

Related Topics

  1. Creating Virtual Assistants

  2. About Page Push Articles