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Suggested Skills are used to highlight the capabilities of your bot. When a system skill is triggered, these skill recommendations ensure that the end-user is aware of the specialized tasks the Bot can perform. Besides the list of skill suggestions for each persona in Luma VA, you can also customize the bot responses, display order, and display type for these skills.
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Configure Suggested Skills
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Welcome'/'What can you do: In this section, you can define the set of available skills presented as suggestions to end-users after the ‘Welcome’ skill or ‘What can you do’ skill is triggered. The set of skills is also displayed upon completion or termination of a user conversation with the Support Agent.
Fallback: The Fallback process is triggered when Luma does not identify any skill based on the user's phrase. For more information on the Fallback process, refer article NLP Settings. In this section, you can configure the number of consecutive fallback attempts before the Luma Virtual Agent presents suggested skills to the end-user. You can customize the skills to be suggested for users based on their default groups in Luma Virtual Agent , in case if a fallback is detected.
Abort/Exit: When users do not wish to continue the conversation with Bot or Support Agent, they can use the Abort or Exit command configured for their bot. Refer to Configure System Skills and Small Talk for more information. In this section, you can configure a list of Suggested skills when the user exits a conversation using the Abort/Exit command.
Attribute Validation: In this section, you can define the number of attempts for the attribute validation before Luma Virtual Agent presents skill suggestions. The ‘Number of attempts’ defined here is the maximum number of times Virtual Agent prompts the user to provide information to validate attribute input. Once the defined attempts are exhausted, the suggested skills are displayed to the end-users. You can customize the skills to be suggested for users based on their default groups in Luma Virtual Agent.
Transfer to Agent: Here, you can define the skill suggestions to be displayed when an end-user requests Transfer to Agent but select an Offline Support group to talk to. You can customize the skills to be suggested for users based on their default groups in Luma Virtual Agent.
Didn't find it useful: In this section, you can configure the list of skills to be suggested when the end-user does not find any of the recommended services or knowledge useful. You can customize the skills to be presented to users based on their default groups in Luma Virtual Agent.
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Select the required System skill or event.
Select a user role group in Groups. This signifies the user role or user group to which the Skill suggestions should be presented. You may select a Default group or a custom user group.
Add Message in Bot Responses. The message is prompted before Skill Suggestions are displayed.
Select Display Order. This is the order in which skills are displayed in conversation.
Name [A-Z]: This is the default displayed order applied on the Skill list. It sorts the Skills by name in ascending order (A-Z).
Name [Z-A]: Sorts the Skills by name in descending order (Z-A).
By Popularity: Sorts the skills by popularity, i.e., most executed skill.
Last Updated On: Sorts skills by Last updated date
Custom: This allows the administrator to create a customized list. Select Custom to add suggested skills and set display sequence manually.
Select Display Type. This defines if the suggestion is to be visible as Cards or Quick Replies. The display type is set to Cards by default.
Select Display Count. This defines the count of skills that can be added as suggestions for the group. Up to 50 skills can be added as Suggested skills. This is set to 5 by default.
Based on the Display order, the Skill list is defined.
For all Display Orders (except Custom), the skill list is automatically populated and cannot be changed.
For Custom, select the required skills in the Select Skill dropdown, one by one, and build a suggested skill list. Drag and move to set the display sequence.
Additional configurations for specific to system skills:
For Welcome/What can you do, specify Bot Response when there is no skill created or permitted and Bot Response when there is are no skills to suggest.
For Fallback, define the Number of Fallback Attempts. It is the number of consecutive fallback attempts before the Luma Virtual Agent presents suggested skills to the end-user.
For Attribute Validation, definethe Number of Attempts. Set the number of attempts by Virtual Agent to get information from the end-user to validate attribute input.
Click on Save.
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Inherit Suggested Skills
Instead of configuring Skill Suggestions for each category and Default Group, you configure your bot to inherit the skill recommendations from the 'Welcome/What can you do' sections. On inheriting Suggested Skills, the Skill configurations from the Welcome category are automatically assigned to the Default groups in the selected Category. However, you can override the skill suggestions by adding configuration.
To inherit configurations, follow the below steps:
Go to the required System Skill Tab, i.e. Fallback, Transfer to Agent, Abort/Exit.
Select Inherit Configurations From Welcome.
Click on Save.
Once Inherited, the configurations from the 'Welcome/What can you do' section are applied to the default groups in the selected category. The configurations are applied only to the default groups. Click on the Groups list to view the groups with Suggest Skill configurations. Skill Suggestions are presented only for the groups that appear as “Configured“ in the list.
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Update (Add/Remove) Suggested Skills
Suggest Skills Display Orders (except Custom) are dynamic. Skill Suggestions are updated as per refreshed based on the latest data available in the bot. For example, if when the Display order is set to Name[A-Z] and Display count is set to 5, then the top 5 skills (marked as Display in Suggest Skills) will be are automatically available as Suggested skills. The This skill list is dynamically populated and cannot be manually updated. On the Bot Configurations → Suggested skills tab
Additionally, the skill suggestions are inherited from Welcome skills, by default. As an administrator, you can update the default or inherited configurations and customize the user experience as required. You may Update, Remove or Unconfigure the Suggest Skills for specific Default groups and System Skills.
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Manual Suggest Skill configurations at the Group level take precedence over the inherited skill configurations. |
Add new skills to Suggested Skills
To update the list of skills, follow the below steps to update Suggested Skill List:
Navigate to Bot Configurations → Suggested skills tab.
Go to the required System Skill Tab, i.e., Welcome/What can you do, Fallback or Abort/Exit.
Select the Default group.
Set Display order to Custom. 'Select the skill’ field appears.
Select the required skills one by one and build a suggested skill list.
Drag and drop to update the sequence of the skills.
Click Save.
Suggested Skills will be updated. The updated lists will be available as an option for new conversations.
Remove Skills from Suggested Skills
If the Administrator wants to remove one of the skills from the recommendation list that is displayed to the end-user, the skill must be removed from the Suggested Skill list. Follow the below steps to remove the Suggested Skill:
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The Skill is now removed from the ‘Suggested Skill' list.
Unconfigure Suggested Skills
If you do not wish to display any Skill suggestions for a group, you can Unconfigure the Suggest Skills. This removes the skill configuration for the selected group. The configurations for the other groups retained as-is. To so do:
Navigate to the required System Skill on the Bot Configurations → Suggested skills tab.
Select the required Group.
Click on Unconfigure.
On the confirmation pop-up, click OK to remove the existing configurations.
Click on Save to save the changes.
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Suggest skill configurations are removed for the selected group.
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Even if the selected category is set to inherit Skill Suggestions from Welcome, once unconfigured for a group, skill recommendations are not presented to the end-user. |
Export Suggested Skills
Suggested Skill configurations can also be exported from one bot and imported into another bot so that the same configurations can be used instead of recreating new ones. Export-Import feature allows Administrators to copy the configurations and Skill definitions from the source bot to the target bot without the need to manually configure the suggestions.
Refer to Bot Export and Import to copy the Skill suggestions.
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Upon Exporting the Skill Suggestions:
Skill Suggestions for the Default as well as the Custom user groups are exported
Complete Definition of skills configured as Suggest Skill (with related entities) is exported.
Custom User Groups and associated Users are NOT exported.
The Skill Suggestions are exported into a zip file, which can then be imported into your Bot.
When Importing the Skill Suggestions:
Along with the Skill Suggestion configuration, Skill definitions and related entities are also created in the target bot.
If the custom user group exists in the target, then the suggestion configuration is updated based on existing and new configurations.
In case the custom user group does not exist in the target bot, the Suggest skill configuration is NOT imported.