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  4. Intelligence
  5. Default Conversations

Default Conversations

Default Dialog

On the Natural Language tab, in the Default Dialog section, you can define a default dialog task to run if the Natural Language Processor for Kore.ai cannot determine the user intent.

For example, you can switch the conversation from the bot to a live agent, or run a generic dialog such as the main menu if the user intent could not be determined in the bot conversation.

If a default dialog task is not defined, standard error messages and any customizations defined in the Standard Responses section are used.

The following illustration is an example of the Default Dialog section in Bot Builder configured to run the Find a Flight dialog task when the user intent cannot be determined in My Sample Flight Search bot.

To define a default dialog

To complete the following procedure, you must have already defined a dialog to select as the default dialog.

  1. On the Natural Language tab, expand the Default Dialog section, and then in the If user’s intent is not understood section, select Automatically run a dialog task.
  2. In the Default Dialog Task field displayed, select a default dialog, and then click Save.

The Settings successfully saved message is displayed.

Managing Standard Responses

In the Kore.ai Bot Builder tool, you can view the default Natural Language Processing, or NLP interpreter responses to user inputs or events.

For example, a reply to a user input of Hi! The Bot will reply with one of the following responses, chosen at random at runtime:

  • Hi!
  • Hello
  • Hi there!
  • Hey 🙂

The NLP interpreter displays pre-defined text responses to users based on an event, condition, trigger, or user input. Depending on your custom Bot and users of that Bot, you may want to modify the default responses to users displayed for an event or request for input.

For example:

  • User Input – When were you born?
  • Event – Authorization Failure.
  • Trigger – Task canceled.

You can define both standard bot responses, or if desired, add a channel override response that is displayed only in the specified channel the user is in, otherwise, one of the standard default responses are displayed. See here for a comprehensive list of default standard responses.

For example, in the SMS channel, you may only want to use short Bot responses to save data.

To access and manage the default responses in Bot Builder, select a Bot in the Bots section on the left-hand navigation menu, and then on the Natural Language tab, click the Expand  icon in the Standard Responses section to display the Statements tab as shown in the following illustration.

For each standard response category tab, the event or user input is listed followed by one or more NLP interpreter standard responses. You can modify the default response, and if needed, add additional responses selected randomly by the NLP interpreter in response to user input or system event.

In the Standard Response section, the standard bot responses are categorized in the following tabs:

  • Statements – Responses displayed to the user as the result of an action by the bot or user. For example, a user cancels a task, or a user gives an invalid response to your bot request.
  • Queries – Statements from the bot to the user to ask for more information, for example, Which field do you want to change?
  • Error & Warnings – Statements from the bot to the user when an error occurs during the scenario, such as End date cannot be before or same as the start date!
  • Choices – The bot is asking for Yes/No input, for example, Would you like to receive push notifications every time this task occurs?
  • Greeting – Initial responses by the bot when the bot is installed, or other initial contacts, for example, when a user returns to the interaction after a period of inactivity.
  • Questions – Questions the Bot may pose to the user when not included in any other category.
  • Smalltalk – Interactive responses not specific to the particular task or dialog, for example, Cats can be nice pets!

The previous illustration shows the Statements tab in the Standard Responses section on the Natural Language tab for a Bot.
To add a new Standard Response

  1. Select a tab category for the standard response, for example, Greeting., and then select one of:
    1. Add Response – The Add Response dialog is displayed.
      1. In the Bot Response editor, enter the text for the default standard response, for example, *There* you are, I was ~hoping~ you would return soon!
      2. Optionally, format the text using the formatting buttons for bold, italics, header styles, hyperlinks, ordered and unordered lists, and inserting a line, or using Kore.ai shorthand notation.
      3. Click Save to save and close the Add Response dialog.
    2. Add Channel Response – The Add Channel Overrides dialog is displayed.
      1. In the Choose a channel drop-down list, select a channel to create a channel-specific response for.
      2. In the And Task is a drop-down list, select Any Task to apply this channel-specific response to, or select one task.
      3. When a specific task is selected, the And Field is field is displayed. Select Any Field or a specific field for this channel-specific response.
      4. In the Then Use this Custom Response Bot Response editor, you can override the default Bot Response for this channel using basic editor controls on the Simple Mode tab, or write custom JavaScript for the response on the Advanced Mode tab. For the:
      • Simple Mode tab – Enter the text for the default standard response, for example, *There* you are, I was ~hoping~ you would return soon! and then optionally, format the text using the formatting buttons for bold, italics, header styles, hyperlinks, ordered and unordered lists, and inserting a line. For more information, see Using the Prompt Editor.
      • Advanced Mode tab – Enter JavaScript to override the channel message as described in the following code examples.
      • Click Save to save and close the Add Response dialog.
  2. Click Done to save and close the Edit Response dialog and apply the new standard response.
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