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 Major Version
Recent Updates
Previous Versions
Deprecations
Request a Feature
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
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
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
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
Azure OpenAI
Overview
Templates
BambooHR
Overview
Templates
Freshdesk
Overview
Templates
Freshservice
Overview
Templates
HubSpot
Overview
Templates
JIRA
Overview
Templates
Microsoft Graph
Overview
Templates
Open AI
Overview
Templates
Salesforce
Overview
Templates
ServiceNow
Overview
Templates
Stripe
Overview
Templates
Twilio
Overview
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
Salesforce
ServiceNow
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
NLP Insights
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
Plan & Usage
Overview
Usage Plans
Support Plans
Invoices
Authorization
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
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Data Tables and Views
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On (SSO)
Two-Factor Authentication (2FA)
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Docs
  3. Virtual Assistants
  4. How Tos
  5. Travel Planing Assistant
  6. Travel VA: Using Traits

Travel VA: Using Traits

In this How-To, we will explore a scenario in a Travel Planning Assistant, where traits can be used to steer the conversation flow in a more natural and predictable direction. For details on what Traits are and how they are implemented in the Kore.ai XO Platform, please refer here.

Problem Statement

Consider the cases where the user is trying to report an issue or ask a question pertaining to “Make a Booking”. The VA might trigger the “Make a Booking” intent as opposed to “Issue Resolution”. The problem that may arise in this scenario is that the user is presented with a response that is not relevant to their utterance.

In this document, we will show how Traits can be used to identify such situations and take appropriate action.

Prerequisites

To go through these configurations, you need to know at least the basics of building a Virtual Assistant. This is because your assistant needs to have been already built when you begin working on your forms.

In addition, your VA requires the following configurations:

  • Book a Flight Dialog Task – This task allows the user to make a flight booking via the assistant.

  • Issue Resolution Dialog Task – This task assists in any issues faced by the user. It displays a regret message and transfers the conversation to a Live Agent.

  • Knowledge Graph Booking FAQ – A Booking node with an FAQ for How do I make a Booking?

Implementation

Intent Detection using Traits

We will be using Trait to steer the conversation to “Issue Resolution” when the word “issue” is present in the User Utterance.

Steps:

  1. Select Build tab from the top menu
  2. From Natural Language -> Training select the Traits tab.
  3. Click Add New Trait. We will be using a trait to identify the existence of the word ‘issue’ in the user utterance.
    1. Add a Trait Type as Problem Statement, and Traits as issue. A given Trait Type can have multiple Traits grouped together logically.
    2. Optionally you can add utterances for Issues as ‘problem’, ‘unable to’, and ‘not working’. These are the alternate words that users might use to indicate an issue.
    3. Save & Add Rule 
  4. We will be defining the intent that needs to be triggered in the presence of this Issue trait.
    1. Select IntentIssue Resolution to be triggered in the presence of this trait.
    2. Add the Trait Rulesissue as the trait that should trigger the above selected intent.
    3. Save the Trait Mapping
  5. Train the Traits.
  6. Open the Issue Resolution Intent to see the Trait Rules under the NLP properties panel updated with the issue trait.
  7. Talk to the Bot and see the conversation flow. As you can see in the illustration below, rather than detect the Make a Booking intent, the VA uses the Issue Resolution task to transfer the conversation to an agent. This is despite the fact that the user utterance contains the full Make a Booking sentence. The VA picks up on the presence of an utterance which we have set up under the Issue trait – the word problem – and thus triggers the intent that we selected as the rule, rather than the other one. 

Knowledge Intent using Traits

Here we will see how to drive the query from the user to the appropriate FAQ instead of the dialog task.

Steps

  1. From Natural Language > Training open the Traits dialog.
  2. Click Add New Trait. We will be using a trait to identify the existence of questions in the user utterance.
    1. Add a Trait Type as Inquiry, and Traits as ask. A given Trait Type can have multiple Traits grouped together logically.
    2. Optionally you can add utterances for Issues as ‘wondering’,  and ‘want to know’. These are the alternate words that the user might use to indicate an inquiry.
    3. Save & Exit the Trait.
    4. Train the Trait.
  3. Associate the Trait to the FAQ
    1. Open the Knowledge Graph and hover over the node with the question pertaining to Booking.
    2. Click the Settings or gear icon.
    3. Under Traits type and select the ask trait.
    4. Train the Knowledge Graph.
  4. Talk to the bot and say I want to make a booking. You will see that the assistant is still detecting the Make a Booking intent.
  5. To understand the reason behind this:
    1. Open Testing > Utterance Testing.
    2. Type the utterance, you will see that the Trait has been identified.
    3. Select the Ranking and Resolver. You will see that both the intent and FAQ were identified but the intent got a higher score.

  6. To ensure that the intent is not selected, we will add a Negative Pattern to the Book Flight intent.
    1. Go to Build > Conversation Skills > Dialog Tasks and select the Book Flight task.
    2. Select the primary intent node and go to its NLP Properties
    3. Under Patterns click Add Pattern.
    4. Select the Negative Patterns tab. Add the words know, ask, any any other question identifiers.This will ensure that the ‘Book Flight’ intent is not identified when either of the negative patterns is present in the user utterance.

Check the Utterance Training and ensure that the Book Flight intent is rejected because of the negative pattern. Finally, Talk to the Bot and test the changes.

Menu