OVERVIEW
Virtual Assistants
Kore.ai Platform
Key Concepts
Natural Language Processing (NLP)
Accessing Platform
VIRTUAL ASSISTANTS
Virtual Assistant Builder
Virtual Assistant Types
Getting Started
Creating a Simple Bot
SKILLS
Storyboard
Dialog Task
Introduction
Dialog Builder (New)
Dialog Builder (Legacy)
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Bot Action Node
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Manage Dialogs
User Prompts
Knowledge Graph
Terminology
Building
Generation
Importing and Exporting
Analysis
Knowledge Extraction
Build
Alert Tasks
Introduction
Ignore Words and Field Memory
How to Schedule a Smart Alert
Small Talk
Digital Views
Overview
Configuring Digital Views
Digital Forms
Overview
How to Configure Digital Forms
NATURAL LANGUAGE
Overview
Machine Learning
Introduction
Model Validation
Fundamental Meaning
Introduction
NLP Guidelines
Knowledge Graph
Traits
Introduction
How to Use Traits
Ranking and Resolver
Advanced NLP Configurations
INTELLIGENCE
Overview
Context Management
Overview
Session and Context Variables
Context Object
How to Manage Context Switching
Manage Interruptions
Dialog Management
Sub-Intents & Follow-up Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Event Based Bot Actions
Default Conversations
Default Standard Responses
TEST & DEBUG
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
CHANNELS
PUBLISH
ANALYZE
Overview
Dashboard
Custom Dashboard
Overview
How to Create Custom Dashboard
Conversation Flows
NLP Metrics
ADVANCED TOPICS
Universal Bots
Overview
Defining
Creating
Training
Customizing
Enabling Languages
Store
Smart Bots
Defining
koreUtil Libraries
SETTINGS
Authorization
Language Management
PII Settings
Variables
Functions
IVR Integration
General Settings
Management
Import & Export
Delete
Versioning
Collaborative Development
PLAN & USAGE
Overview
Usage Plans
Support Plans
Invoices
API GUIDE
API Overview
API List
API Collection
SDKs
SDK Overview
SDK Security
SDK App Registration
Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Widget SDK Tutorial
Widget SDK – Message Formatting and Templates
Web Socket Connect & RTM
Using the BotKit SDK
Installing
Configuring
Events
Functions
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
ADMINISTRATION
HOW TOs
Creating a Simple Bot
Creating a Banking Bot
Context Switching
Using Traits
Schedule a Smart Alert
Configure UI Forms
Add Form Data into Data Tables
Configuring Digital Views
Add Data to Data Tables
Update Data in Data Tables
Custom Dashboard
Custom Tags to filter Bot Metrics
Patterns for Intents & Entities
Build Knowledge Graph
Global Variables
Content Variables
Using Bot Functions
Configure Agent Transfer
Update Balance Task
Transfer Funds Task
RELEASE NOTES
  1. Docs
  2. Virtual Assistants
  3. Analyzing Your Bot
  4. 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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