GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Help & Learning Resources
Release Notes
Current Version
Recent Updates
Previous Versions
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Node Types
Overview
Intent Node
Dialog Node
Dynamic Intent Node
GenAI Node
GenAI Prompt
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Terminology
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
Prepare Data for Import
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Knowledge Graph Analysis
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Intent Discovery
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Introduction
LLM Integration
Kore.ai XO GPT Module
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Conversation Testing Overview
Create a Test Suite
Test Editor
Test Case Assertion
Test Case Execution Summary
Glossary
Health and Monitoring
NLP Health
Flow Health
Integrations
Actions
Actions Overview
Asana
Configure
Templates
Azure OpenAI
Configure
Templates
BambooHR
Configure
Templates
Bitly
Configure
Templates
Confluence
Configure
Templates
DHL
Configure
Templates
Freshdesk
Configure
Templates
Freshservice
Configure
Templates
Google Maps
Configure
Templates
Here
Configure
Templates
HubSpot
Configure
Templates
JIRA
Configure
Templates
Microsoft Graph
Configure
Templates
Open AI
Configure
Templates
Salesforce
Configure
Templates
ServiceNow
Configure
Templates
Stripe
Configure
Templates
Shopify
Configure
Templates
Twilio
Configure
Templates
Zendesk
Configure
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
NiceInContact(User Hub)
Salesforce
ServiceNow
Configure Tokyo and Lower versions
Configure Utah and Higher versions
Unblu
External NLU Adapters
Overview
Dialogflow Engine
Test and Debug
Deploy
Channels
Publishing
Versioning
Analyze
Introduction
Dashboard Filters
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
LLM and Generative AI Logs
NLP Insights
Task Execution Logs
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Usage Metrics
Containment Metrics
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Team Collaboration
Plan & Usage
Overview
Usage Plans
Templates
Support Plans
Invoices
Authorization
Conversation Sessions
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data
Overview
Data Table
Table Views
App Definitions
Data as Service
HOW TOs
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking 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
Composite Entities
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
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
Migrate External Bots
Google Dialogflow Bot
APIs & SDKs
API Reference
API Introduction
Rate Limits
API List
koreUtil Libraries
SDK Reference
SDK Introduction
Web SDK
How the Web SDK Works
SDK Security
SDK Registration
Web Socket Connect and RTM
Tutorials
Widget SDK Tutorial
Web SDK Tutorial
BotKit SDK
BotKit SDK Deployment Guide
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
SDK Functions
Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
  1. Docs
  2. Virtual Assistants
  3. Builder
  4. Creation
  5. Storyboard FAQs

Storyboard FAQs

FAQs are one of the primary data sources for your VA and they work as part of both the Storyboard and the Knowledge Graph. They provide a question-answer approach to detecting and addressing user intents. Since the Storyboard is the central location for intents management, it includes a section that is dedicated to FAQs, which works in sync with the Knowledge Graph. This means that whenever you make a change to Storyboard > FAQs, this change will also be reflected in the Knowledge Graph, and vice-versa.

(See Introducing the Storyboard and Knowledge Graph Training to learn more about the role of FAQs within the wider context of your Virtual Assistant.)

Benefits

FAQs are a fast way to ensure efficiency for your Virtual Assistant, because they allow for user intents to be immediately identified, based on specific user utterances. They are also one of the simplest ways to train a VA, especially during the early stages of development.

Major Features

  1. Create a list of Frequently Asked Questions that the VA can use to accurately identify the user’s intent.
  2. Add tags to FAQs, to improve intent identification.
  3. Provide alternative versions of an FAQ, as well as alternative responses to the same question.
  4. Run a Dialog Task as a response to an FAQ.
  5. Integrate FAQs into the Knowledge Graph, which facilitates VA training and allows for the application of acquired knowledge within the entire VA functionality.

Add FAQs

Using the Storyboard, you can add FAQs and associate them with specific tasks. Here are the steps to follow:

  1. On the Storyboard screen, select the FAQs tab and click the Add Intent button, on the top-right.
  2. You will now see the New Intent modal. To proceed, please select the Intent Type first: either an FAQ or a Task.

Add Standard FAQ

Use this option when you want to add a Standard FAQ that provides an answer to a user question.

  1. Enter a name in the Intent Name field and a display name in the Display Name field.
  2. Add Tags to help your bot detect the intent.
  3. Add Alternate Questions, if you want to provide multiple formulations of the same question that should receive the same answer.
  4. Enter the Bot Response. You can choose between Standard Text for a WYSIWYG editor, or the Advanced Mode to edit code. If the response is lengthy, you can use Add Extended Response to provide additional information. This response will be sent right after the main one.
  5. Click the Alternate Response link to provide additional responses to this FAQ.
  6. Enter the Reference ID for your FAQ, if you want to add an external content source.
  7. Use the Intent Status toggle to enable or disable the Intent.

Link an FAQ to a Task

Use this option when you want to run a Dialog Task as a response to a user’s question.

  1. Select a Task to associate as an intent. You will be presented with the list of available Dialog Tasks within your bot, which once selected, will represent the main intent within this FAQ and will be triggered as the response to a user utterance.
  2. Enter a name in the Intent Name field and a display name in the Display Name field.
  3. Add Tags to help your bot detect the intent.
  4. Add an Alternate Utterance, if you want to provide multiple formulations of the same utterance that should receive the same answer.
  5. Enter the Reference ID for your FAQ, if you want to add an external content source.
  6. Use the Intent Status toggle to enable or disable the Intent.

Below is a demo that shows you how to navigate this feature.

FAQ Options

Hovering over an FAQ, allows you to Edit or Delete it, as well as to add an Alternate FAQ, to Add Synonyms or to Add Alternate Responses for that particular FAQ. This will open the FAQ editing panel and take you directly to the fields you need in order to add the alternative of your choice.

Edit and Delete FAQs

When hovering over an existing FAQ, you will see two icons:Click any of the two, according to what you need to do.

  1. A pencil icon that takes you to the editing panel where you can make changes to the FAQ.
  2. A bin icon that lets you delete the FAQ. You will be asked to confirm your choice before proceeding with the deletion.
Warning: Deleted FAQs cannot be restored.

Alternate FAQs

An alternate FAQ represents a different formulation of the same question. For example: What time does check-in open at the airport? could also be formulated as When is airport check-in available for my flight?
The purpose of adding alternate FAQs is to allow your bot to recognize the same intent from multiple user utterances. Adding more alternate FAQs will gradually train your bot to recognize a question and provide the correct answer, even if the particular formulation has not been previously added as an alternate FAQ.

Add Alternate FAQ

There are two ways to add an alternate FAQ within the Storyboard:

    1. When adding a new FAQ or when editing an existing one, you can enter an Alternate Question in the dedicated field.

    1. While you navigate through Storyboard > FAQ, hover an existing FAQ and click Add Alternate FAQ.

Both of these methods will take you to the Alternate Question field within the FAQ editing panel. Here, enter your alternate question, add any relevant tags, and make sure to save your changes.

FAQs with alternates added will be distinguishable in the list by an icon that shows how many associated alternates there are.

Clicking this icon makes the alternate FAQs visible from within the main list of FAQs.

Delete Alternate FAQ

To delete an alternate FAQ:

  1. Hover over the FAQ for which you want to delete an alternate, then edit it.
  2. On the editing panel, find the alternative you want to delete and click the Bin icon, found on the top right corner of the Alternate Question area.
  3. Save your change.

Synonyms

The Add Synonyms option connects your Storyboard FAQs to the Knowledge Graph, where you can configure synonyms for different terms used in the question.

You can add Path Level Synonyms or Knowledge Graph Synonyms, and manage other related parameters.

For detailed information about managing synonyms, please see our article on the Knowledge Graph.

Alternate Responses

Alternate responses can be used when a question has more than one answer, or when you want to customize the response depending on the communication channel. There are two ways to add alternate responses to FAQs, using the Storyboard:

    1. While creating or editing an FAQ, scroll to Bot Response and click Add Alternate Response.

    1. While in Storyboard > FAQs, hover over the FAQ you want to work with, then click Add Alternate Response.

Both of these two methods will take you to the Bot Response editor, where you can enter the alternate response, in either Standard or Advanced Mode (with or without coding).
You can delete alternate responses using the bin icon on the right side of the editor.
Whether you are adding or removing an alternate response, be sure to click Save to enable your changes.

Storyboard FAQs

FAQs are one of the primary data sources for your VA and they work as part of both the Storyboard and the Knowledge Graph. They provide a question-answer approach to detecting and addressing user intents. Since the Storyboard is the central location for intents management, it includes a section that is dedicated to FAQs, which works in sync with the Knowledge Graph. This means that whenever you make a change to Storyboard > FAQs, this change will also be reflected in the Knowledge Graph, and vice-versa.

(See Introducing the Storyboard and Knowledge Graph Training to learn more about the role of FAQs within the wider context of your Virtual Assistant.)

Benefits

FAQs are a fast way to ensure efficiency for your Virtual Assistant, because they allow for user intents to be immediately identified, based on specific user utterances. They are also one of the simplest ways to train a VA, especially during the early stages of development.

Major Features

  1. Create a list of Frequently Asked Questions that the VA can use to accurately identify the user’s intent.
  2. Add tags to FAQs, to improve intent identification.
  3. Provide alternative versions of an FAQ, as well as alternative responses to the same question.
  4. Run a Dialog Task as a response to an FAQ.
  5. Integrate FAQs into the Knowledge Graph, which facilitates VA training and allows for the application of acquired knowledge within the entire VA functionality.

Add FAQs

Using the Storyboard, you can add FAQs and associate them with specific tasks. Here are the steps to follow:

  1. On the Storyboard screen, select the FAQs tab and click the Add Intent button, on the top-right.
  2. You will now see the New Intent modal. To proceed, please select the Intent Type first: either an FAQ or a Task.

Add Standard FAQ

Use this option when you want to add a Standard FAQ that provides an answer to a user question.

  1. Enter a name in the Intent Name field and a display name in the Display Name field.
  2. Add Tags to help your bot detect the intent.
  3. Add Alternate Questions, if you want to provide multiple formulations of the same question that should receive the same answer.
  4. Enter the Bot Response. You can choose between Standard Text for a WYSIWYG editor, or the Advanced Mode to edit code. If the response is lengthy, you can use Add Extended Response to provide additional information. This response will be sent right after the main one.
  5. Click the Alternate Response link to provide additional responses to this FAQ.
  6. Enter the Reference ID for your FAQ, if you want to add an external content source.
  7. Use the Intent Status toggle to enable or disable the Intent.

Link an FAQ to a Task

Use this option when you want to run a Dialog Task as a response to a user’s question.

  1. Select a Task to associate as an intent. You will be presented with the list of available Dialog Tasks within your bot, which once selected, will represent the main intent within this FAQ and will be triggered as the response to a user utterance.
  2. Enter a name in the Intent Name field and a display name in the Display Name field.
  3. Add Tags to help your bot detect the intent.
  4. Add an Alternate Utterance, if you want to provide multiple formulations of the same utterance that should receive the same answer.
  5. Enter the Reference ID for your FAQ, if you want to add an external content source.
  6. Use the Intent Status toggle to enable or disable the Intent.

Below is a demo that shows you how to navigate this feature.

FAQ Options

Hovering over an FAQ, allows you to Edit or Delete it, as well as to add an Alternate FAQ, to Add Synonyms or to Add Alternate Responses for that particular FAQ. This will open the FAQ editing panel and take you directly to the fields you need in order to add the alternative of your choice.

Edit and Delete FAQs

When hovering over an existing FAQ, you will see two icons:Click any of the two, according to what you need to do.

  1. A pencil icon that takes you to the editing panel where you can make changes to the FAQ.
  2. A bin icon that lets you delete the FAQ. You will be asked to confirm your choice before proceeding with the deletion.
Warning: Deleted FAQs cannot be restored.

Alternate FAQs

An alternate FAQ represents a different formulation of the same question. For example: What time does check-in open at the airport? could also be formulated as When is airport check-in available for my flight?
The purpose of adding alternate FAQs is to allow your bot to recognize the same intent from multiple user utterances. Adding more alternate FAQs will gradually train your bot to recognize a question and provide the correct answer, even if the particular formulation has not been previously added as an alternate FAQ.

Add Alternate FAQ

There are two ways to add an alternate FAQ within the Storyboard:

    1. When adding a new FAQ or when editing an existing one, you can enter an Alternate Question in the dedicated field.

    1. While you navigate through Storyboard > FAQ, hover an existing FAQ and click Add Alternate FAQ.

Both of these methods will take you to the Alternate Question field within the FAQ editing panel. Here, enter your alternate question, add any relevant tags, and make sure to save your changes.

FAQs with alternates added will be distinguishable in the list by an icon that shows how many associated alternates there are.

Clicking this icon makes the alternate FAQs visible from within the main list of FAQs.

Delete Alternate FAQ

To delete an alternate FAQ:

  1. Hover over the FAQ for which you want to delete an alternate, then edit it.
  2. On the editing panel, find the alternative you want to delete and click the Bin icon, found on the top right corner of the Alternate Question area.
  3. Save your change.

Synonyms

The Add Synonyms option connects your Storyboard FAQs to the Knowledge Graph, where you can configure synonyms for different terms used in the question.

You can add Path Level Synonyms or Knowledge Graph Synonyms, and manage other related parameters.

For detailed information about managing synonyms, please see our article on the Knowledge Graph.

Alternate Responses

Alternate responses can be used when a question has more than one answer, or when you want to customize the response depending on the communication channel. There are two ways to add alternate responses to FAQs, using the Storyboard:

    1. While creating or editing an FAQ, scroll to Bot Response and click Add Alternate Response.

    1. While in Storyboard > FAQs, hover over the FAQ you want to work with, then click Add Alternate Response.

Both of these two methods will take you to the Bot Response editor, where you can enter the alternate response, in either Standard or Advanced Mode (with or without coding).
You can delete alternate responses using the bin icon on the right side of the editor.
Whether you are adding or removing an alternate response, be sure to click Save to enable your changes.

메뉴