What is Conversational Designer?

It is a self-support and self-training interface to perform all the operations on an article such as adding, updating and deleting with respect to CINDE Designer components, and extends the capability to train and publish to the AI models in future. It can perform operations on articles such as Knowledge Articles, FAQs and Chit-Chat for better user experience by customer itself.

Business Benefits

To reduce the iterative chat interactions.
Capability to self-design enables AI SMEs to add or update FAQs/Chit Chat without an Analyst's presence.
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: All - If selected, you can view all type of articles. FAQ - If selected, you can view only FAQ (Frequently Asked Questions) type of articles. Chit Chat - If selected, you can view only Chit-Chat type of articles. Knowledge Articles - If selected, you can view only KA type of articles.
Format	Select the format from the drop-down list as follows: .tsv .json
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: FAQ Chit Chat For this release, only FAQ and Chit Chat options are available.
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: Active Inactive
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: FAQ Chit Chat For this release, only FAQ and Chit Chat options are available.
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: Active Inactive
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.

Importing an Article:

You can import the articles in Tsv and json template format. To import an article, perform the following steps:

On the View Articles page, select one of the templates Tsv and json from the Format drop-down. Fill in your details and save the template.
Click Download Template.
Click Import Article.
Browse to the template or article which you want to import.
Select the template or the article which you want to import from the list. You can import multiple articles at a time. Select the check box in the header to do the bulk import of articles.
Disable Status if you want to deselect or deactivate a specific article. Click Yes to confirm. This article will not be added in the list of imported articles. A sample screenshot is shown below.
Click Add Articles.
The following pop-up message is displayed.

Figure: Article Save Information
Click Yes. The selected and validated articles are now imported and displayed on the View Articles page.

Validations

Article type Chit Chat is not supported for Import Article. If you attempts to import an article of Chit-Chat type, Unsupported Type, Chitchat will be displayed in Validations. A sample screenshot is shown below:

Figure: Preview Imported Articles
Duplicate Questions exists Within the Article - If selected, it will not allow an article to get imported if has duplicate questions. You need to delete the duplicate questions to pass this validation. To do so, click on the > icon prior to View All Questions. It will displays a list of questions and delete the duplicate questions.