GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Working with the Builder
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions
Deprecations

CONCEPTS
Design
Storyboard
Dialog Tasks
Overview
Dialog Builder
Node Types
Intent Node
Dialog Node
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Group Node
Agent Transfer
User Prompts
Voice Call Properties
Dialog Task Management
Connections & Transitions
Component Transition
Context Object
Event Handlers
Knowledge Graph
Introduction
Knowledge Extraction
Build Knowledge Graph
Add Knowledge Graph to Bot
Create the Graph
Build Knowledge Graph
Add FAQs
Run a Task
Build FAQs from an Existing Source
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Update
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Training
Knowledge Graph Analysis
Knowledge Graph Import and Export
Importing Knowledge Graph
Exporting Knowledge Graph
Creating a Knowledge Graph
From a CSV File
From a JSON file
Auto-Generate Knowledge Graph
Alert Tasks
Small Talk
Digital Skills
Digital Forms
Views
Introduction
Panels
Widgets
Train
Introduction
ML Engine
Introduction
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
NLP Configurations
NLP Guidelines
Intelligence
Introduction
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Sentinment Management
Tone Analysis
Test & Debug
Talk to Bot
Utterence Testing
Batch Testing
Conversation Testing
Deploy
Channels
Publish
Analyze
Introduction
Conversations Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Meta Tags
Dashboards and Widgets
Conversation Flows
NLP Metrics
Containment Metrics
Usage Metrics
Smart Bots
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Plan & Usage
Overview
Usage Plans
Support Plans
Invoices
Authorization
Multilingual Virtual Assistants
Masking PII Details
Variables
IVR Settings
General Settings
Assistant Management
Data Table
Table Views
App Definitions
Sharing Data Tables or Views

HOW TOs
Build a Flight Status Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Web SDK Tutorial
Widget SDK Tutorial
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters

APIs & SDKs
API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Using the BotKit SDK

ADMINISTRATION
Introduction
Assistant Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Compliance
Using Single-Sign On
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Analyzing Your Bot
  5. Conversation Flows

Conversation Flows

Conversation Flows is a visual representation of the user journeys. The user interactions with the virtual assistants are analyzed by the platform to provide insights into the commonly used intents, paths traversed, and the drop-off points.

Note:The Conversation Flow feature is available only for the Published Bots.

The Conversation Flows provides the following views:

    • Intents Flow: This view provides an aggregated view of how each of the virtual assistant’s intents is executed. The intents are rolled up to the top-level, irrespective of what stage of a conversation they were initiated by the users. For example, intents invoked at the beginning of a conversation as well as any other stage during the conversation are all rolled up to the top level. This is the default view when you navigate to Conversation Flows. The View tasks by sessions toggle should be turned off to access this view.
    • Session Flow: This view provides the user journeys across the different intents in the order they were executed during a conversation session. Every flow starts with the intent used to initiate a conversation session and is followed by the other intents invoked in that session. Turn on the The View tasks by sessions toggle to access this view.

Access

To view the conversation flows, from the top menu, select Analyze -> Conversation Flows.

By default, the Intents Flow is presented along with the intents. Selecting any node will expand the flow to present the subsequent nodes in that path.

You can select session-wise view by toggling the View tasks by sessions option.


Purpose

The Conversation Flows can be used to identify the following:

  • Popular utterances – Utterances that are used to invoke the virtual assistant’s intents. Utterances are automatically grouped by similarity to provide a simplified view. 
  • False Positives – A quick review of the utterance groups will help you in identifying utterances going to an incorrect intent. You can analyze these utterances and make the necessary training updates. 
  • False Negatives – Utterances that did not result in any intent identification are presented as ‘Not Handled Utterances’. You can analyze these utterances and add them to the training corpus if required. 
  • Popular Intents and Flows – Helps in understanding the popular intents of your users and the flows used to execute these intents
  • Drop-off Points – Analyze the specific areas of the conversations that are resulting in drop-offs. A conversation is marked as drop-off if the user has abandoned it without providing a valid input. 
  • Agent Hand-offs – View the flows that are leading to agent hand-offs. Agent Hand-offs are conversations that resulted in navigating to the Agent Node from any of the Dialog Tasks.

Key Features

The following are the details presented along with the flows:

  • Utterance Groups– Every flow starts with an utterance from the user that initiated the conversation and expands to show further interactions. These utterances are grouped based on their similarity, ignoring the stop words and values for entities. These utterance nodes lead to one of the following intents:
    • Individual task intents,
    • FAQs,
    • Small Talk,
    • Help and
    • Not Handled utterances
  • Nodes are the individual points plotted on the conversation flow across various levels. Only the nodes that need input from the user are plotted on the graph. Following are the nodes that are plotted on the graph:
    • Intent Nodes: Includes Dialog as well as FAQ intents
    • Entity Nodes 
    • Confirmation Nodes 
    • User Input Nodes (using on_intent transition) 
    • Message Nodes 
  • Node Details: Following are the details presented for each node:
    • Percentage of total utterances leading to this Node. Click on percentage to display the list of user utterances that triggered this Node;
    • Node Name will be the task/entity name with the following details displayed on hover over the Node:
      • Conversation and Drop-offs details,
      • See Responses shows the User’s response, where applicable, to this Node;
    • Percentage of Drop-offs where applicable
    • Path Indicators are visible on the path between two nodes, where applicable, indicating:
      • any Script/Service Nodes visited during the transition between the nodes;
      • any Tasks executed as part of the Hold and Resume scenarios.
  • Chat History is viewed by clicking the utterance from the User Utterance window for either input (percentage) or response information.

Filters

The Conversation Flows can be filtered using one or more of the following criteria:

  • Date Period – Default is set to Last 7 days. You can change it to 24 Hrs. You can also set the start and end dates using the Custom option and selecting the dates from the calander.
  • Languages  – In case of multi-lang bots, you can filter the conversation flows by selecting one or more languages from the presented drop-down list. Default is All Languages.
  • Channels – Selecting one or more channels the bot was published on, you can filter the flow based upon the channel used by the user. Default is All Channels.
  • Custom Tags – In case you have added any meta/custom tags to your bot, you can filter based on the same. This requires the selecting of the Tag Name and the value for the tag you want to filter the conversations. By default, no tag is selected.

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