What is Conversational Designer?
It is a self-support and self-training interface to perform all the operations (CRUD) with respect to CINDE Designer components and extend the capability to train and publish it to the Machine Language module. It can perform operations like adding the articles or updating existing articles for better user experience by customer itself.
Business Benefits
- To reduce the iterative chat interactions
- To provide self support to resolve AI related issues without an agent.
- To speed up the response time.
Prerequisites
To avail the Conversation Designer feature, you must upgrade to the following version:
- TahoeSP1
Viewing Conversation Designer
To view Conversation Designer, perform the following steps:
Personas
- Analyst or SME
To View Instance Details:
- Login to the application as an SME.
- Click Conversation Designer.
The Conversation Designer page is displayed with the list of Instances.
Figure: Instances page - Select the required Instance to view the list of articles.
The View Articles page is displayed.
Figure: View Articles
Field Description
The following table describes the fields on the View Articles page:
Field | Description |
|---|---|
| Filter Options | |
Type | Select the type from the drop-down list as follows:
|
| Format | Select the format from the drop-down list as follows:
|
| Tabs | |
| All | Click All to view all the articles. |
| FAQ | Click FAQ to view the FAQs articles. |
| Chit Chat | Click Chit Chat to view the chit chat articles. |
| Knowledge Articles | Click Knowledge Articles to view the knowledge articles. |
| Columns | |
Article ID | Displays the article ID. |
Article Type | Displays the article type. |
Article Title | Displays the article title. |
Model Status | Displays the model status. |
Tenant | Displays the tenant. |
Created Date | Displays the date on which the article was created. |
Created By | Displays name of the user who has created the article. |
Last Updated (GMT) | Displays the date on which the article was last updated. |
Status | Displays the status of the article. |
Active Articles: By default, Active Articles is selected. De-select Active Articles to view the list of only inactive articles of the selected specific tab (All, FAQ, Knowledge Articles or Chit Chat).
Add Article: Click Add Article to add a new article.
Note:
Conversation Designer will be enabled only for SME.
Adding an Article
To add and article, perform the following steps:
- On the View Articles page, click Add Article.
The Add Article pop-up page is displayed.
Figure: Add Article - Click Reset to reset the provided values.
- Click X Cancel to close the Add Article pop-up page.
- Click +Add, the new article is created.
Field Description
The following table describes the fields on the Add Article pop-up page:
Field | Description |
|---|---|
| Filter Options | |
Article Title | Specify the article title. |
| Article Type | Select the type of the article from the drop-down list as follows:
|
| Tenant | Select the tenant for which the article is being added from the drop-down list. List values are displayed as per the instance configuration. |
| Status | Select the type of the article from the drop-down list as follows:
|
| Answer | Specify the answer in the HTML editor. User can type the answer in plain text or with HTML tags. |
| Questions | Click + Add Question(s) and specify a question or the questions related to the above - mentioned answer. You can specify any number of questions for a specific answer. |
Updating an Article
To update an article, perform the following steps:
- Select the required article n the View Articles page, and click Update Article.
The Update Article pop-up page is displayed.
Figure: Update Article - Click Reset to reset the provided values.
- Click X Cancel to close the Add Article pop-up page.
- Click Update, the article is updated.
Field Description
The following table describes the fields on the Add Article pop-up page:
Field | Description |
|---|---|
| Filter Options | |
Article Title | Specify the article title. |
| Article Type | Select the type of the article from the drop-down list as follows:
|
| Tenant | Select the tenant for which the article is being added from the drop-down list. List values are displayed as per the instance configuration. |
| Status | Select the type of the article from the drop-down list as follows:
|
| Answer | Specify the answer in the HTML editor. User can type the answer in plain text or with HTML tags. |
| Questions | Click + Add Question(s) and specify a question or the questions related to the above - mentioned answer. You can specify any number of questions for a specific answer. |