To ensure the user phrases are properly matching to the skills, it’s important to train the Luma with periodic user data. Training is often referred to as 'Supervised training' since it involves training the NLP engine on how to better understand the user's language. The more phrases that the NLP engine has for a skill, the better it matches the phrases and even matches the skill to phrases that do not exist.
This article deals with the following:toc
Child pages (Children Display) page Training your Bot
This article helps you improve the accuracy in matching user phrases to skills and thereby improve the customer experience. To access Training click 
icon from the left panel. Training consists of two components Unmatched Phrases and Aborted Skills.
Unmatched Phrases
Users trigger Skills using phrases. While skill Developers and Administrators can come up with many different ways a user will ask for a Skill, it's impossible to anticipate everything. The Unmatched Phrases tab displays phrases that a user entered that did not match any skill.
Unmatched phrases are helpful for Skills Builder Developers and Administrators as they can assist with two areas of continuous improvement:
- Improve the NLP engine by adding user phrases to existing skills
- Identify an unmet user need. Users may be asking for a Skill or service that the support team does not currently provide.
To improve the NLP engine and better address user needs you can associate one or more phrases to an existing skill or create a new skill. Follow the below steps to review and assign phrases to skills.
Unmatched Phrases is the default tab on the Training page. The Administrator and Developers can assign or remove the Unmatched Phrases to a skill.
Following columns are available in the Unmatched Phrases tab:
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You can sort any of the columns in ascending/descending, or alphabetical order by clicking the column header. |
- Phrases: Displays the unmatched phrases entered by the user.
- Total Mentions: The total number of times an unmatched phrase was entered by the user.
- Last Updated: Displays the date and time details when the phrase was last entered.
- State: It shows the status of the Unmatched Phrase. For example, Unassigned, Assigned and Ignore.
To search for a particular phrase, enter the phrase in the Search Phrases field and press Enter.
If you want to know more details about any particular phrases, click it to view more details in a separate window.
Use the Search field to find the details of utterances using Name and Description.
- User Name: Name of the user who has used this unmatched phrase.
- Role: Different types of users. (Ex: Self Service User, Analyst, Developer etc.)
- Date: It shows the date and time when a user entered the unmatched phrase.
- Cancel: Click Cancel to go back to the Training page.
If you feel that any particular phrase matches to a skill, then select the check box of that phrase and click Assign To Skill button, or else click Ignore, to ignore it.
Once the Unmatched Phrase is assigned to a skill, then Assign to Skill dialog box appears. It is used to assign a phrase to a skill. It consists of the following options:
- Existing Skill: Select this check box, if the unmatched phrase should be added to an existing skill.
- New Skill: Select this check box, to create a New Skill using the unmatched phrase.
Existing Skill: You can assign unmatched phrase to an existing skill. On selecting Existing Skill, Skills Builder displays the list of existing skills, with the following columns:
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Select the required skill from the list, then click Assign.
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Select the Items per page from the list. Use the arrows to navigate to the previous or next page. |
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New Skill: If the Unmatched Phrase is not related to any of the existing skills, then you can create a new skill. The unmatched phrases can be assigned to the newly created skill.
- Selecting New Skill option opens a New Skill page on the Bots page.
- For further details on how to create a new skill, refer Creating a New Skill page.
Aborted Skills
- The skill was not what they wanted
- The skill was not helpful or was confusing
- They walked away or got busy with something else and a timeout occurred
Looking into Aborted Skills provides insight into trends of how users are interacting with Luma. For example, if you see the same skill being exited several times, it indicates that skill needs to be reviewed to make it better accessible to the users.
When reviewing Aborted Skills, you should consider the following to improve the customer experience:
- Sort by Skill name to look for the same skill being exited many times
- Next look at the phrases that users entered. Are these phrases valid for this skill? If not go to that skill and update the phrases and possibly add those phrases to a different skill.
- Review the NLP Score/Threshold Value. Was this a strong match? If not is there a better Skill for this phrase?
- Next review the Validation Response. Was the user prompted to ensure this is the skill they were looking for?
- Test the skill yourself to see the flow from the end user's perspective using the same phrase.
- Leverage the Date and time to look in the Troubleshooting log for the exact conversation with the user in case you believe there may be an issue with the Skill.
- Lastly, the Username is provided to allow you to reach out to the user and get more detailed feedback.
Search Aborted Skills
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Phrases
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- Phrase: Displays the aborted phrases entered by the user.
- Skill Name: Name of the aborted skill.
- User Name: Name of the user who exited from the skill.
- NLP Score/Threshold Value: Threshold is the required score set by the Administrator to execute a skill. NLP Score is system generated score for the executed skill.
- Validation Response: Validates a skill with Yes or No.
- Date: Displays the date on which this aborted skill was entered by the user.
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Aborted Skills
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