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  6. Managing Synonyms

Managing Synonyms

Users utter the same request in varied ways. For example, an intent like Create Lead could be expressed with alternatives such as “New Lead,” “Make a New Lead,” or “Generate a Lead.” As a developer, you should limit the name of a task to only two or three words, yet accommodate the alternative ways in which it could be asked.

Synonyms can be defined for both the task name and a task field name. To optimize the NLP interpreter accuracy in recognizing the correct task and task field provided by the user, you can add synonyms for words used in the names of your tasks and task fields.

  • Create – new, build, design, generate, instantiate, make, produce, and so forth.
  • Lead – sales lead, customer lead, potential lead, qualified lead, and so forth.

Also consider misspellings, such as:

  • Create – crate, creeate, etc.
  • Lead – leed, led, and lede.

When you add synonyms for a word, those synonyms are also used for other bot tasks or task fields. In other words, synonyms for a word defined for a task are also applicable to the same word in another task name, for example, synonyms defined for the word create in the Create a New Lead task are also used for the Create Opportunity task.

For more information about best practices and tips for naming tasks and task fields, see the Natural Language Processing Guide.

Navigating to the Bot Synonyms

  1. Open the bot for which you want to add synonyms.
  2. Hover over the side navigation panel and then click Natural Language -> Training.
  3. Click the Synonyms and Concepts tab.
  4. On the Synonyms page, click one of the following tabs:
    • Bot Synonyms – Add and edit synonyms for the words in the bot or task names.
    • Entity Synonyms – Add and edit synonyms for any words in your dialog task Entity node names.
    • Field – Add and edit synonyms for any words in your task field names. Click each task to expand the word list for that task.

Adding Bot Synonyms

On the Synonyms page, on the Natural Language tab, you can view and add synonyms for words in bot task names. Synonyms defined on the Natural Language tab apply bot-wide to all task names, field names, and so forth.

To add a bot synonym

  1. On the Synonyms page, on the Bot Synonyms tab, click Add Synonym. The New Keyword and Synonyms section is displayed.
  2. In the Keyword field, enter the name of the word that you want to create synonyms for.
  3. In the Synonym Words field, enter one or more synonyms for the Keyword. Press ENTER after entering each synonym.
  4. Click Save to save and close the dialog.

Adding Entity Synonyms

On the Synonyms page, on the Entity Synonyms tab, each dialog task entity is listed with any defined synonyms for that entity.

To add synonyms for a dialog task entity

  1. On the Synonyms page, click the Entity Synonyms tab.
  2. Click the dialog task entity that you want to add synonyms for.
  3. Enter one or more synonyms for the entity and then press ENTER after entering each synonym.
  4. Click Save to save and close the dialog.

Adding Field Synonyms

On the Synonyms page, on the Field Synonyms tab, each task is listed along with the number of fields, or entities. Synonyms defined on the Field Synonyms tab apply only to the selected task, and the specified field name for that task.

To add synonyms for task fields

  1. On the Synonyms page, click the Field tab.
  2. Under a task name, click the name of the task field for which you want to enter the synonyms.
  3. Enter one or more synonyms and then press ENTER after entering each field.
  4. Click Save to save and close the dialog.

Field synonyms are only applicable to the associated task for the bot. This means that the same word, for example, Status in one task can have different synonyms for the same field called Status in a different task.

Next Steps

While adding synonyms for the words in a task or task field can help the NLP interpreter select the intended task or task field, what if the user input for the task or task field does not contain any of the words in the task name or task field name?

For example, for the Create Lead task for the Salesforce bot, if the user inputs New Account Option, which means the same as Create Lead, but does not match any of the words or synonyms for the task name. In this case, you can create patterns for groups of words that match the task name or task field. For more information, see Managing Patterns.

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