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The Bot Configuration page provides the bot details and includes two tabs – Bot Information and Follow-up. You can set variables that are specific to a bot in a single workspace. You can manage bot configuration such as the Natural Language Processing (NLP) threshold, Welcome Skills ordering, Channels and Follow-Up Skills.

To access Bot Configuration, navigate to Bots on the main navigation and from Bot Dashboard, click the More icon and select Bot Configuration. 

Bot Information

The Bot Information tab includes the following three sections:

  • Bot Details
  • Natural Language Processing Settings
  • General Settings

Once you make changes to any of the values on this tab, click Save to save the changes, otherwise click Cancel to navigate to the Bot Dashboard. 

Bot Details

The Bot Details section includes the following bot details:

  • Bot Name: Specifies the bot name. This is used to identify the bot easily in Skills Builder.
  • Bot Language: Displays the language that the bot can communicate with the user. Currently, a bot supports only one language.
  • Last Updated By: Displays the user name who most recently modified the bot.
  • Last Updated On: Displays the date and time of the most recent update to the bot.
  • Bot External ID: This is the unique identifier assigned to your bot. This ID is used to integrate with external applications or channels that require to communicate with the bot.

Natural Language Processing Settings

In the Natural Language Processing Settings section, you can specify the required accuracy or Natural Language Process (NLP) machine learning threshold for your bot, so that you can ensure the bot's NLP processing responds to your needs. To view the status of Natural Language Processing Settings, go to Bot dashboard and click  > Bot Configuration > Bot Information > Natural Language Processing Settings. 

Set the following NLP values for your bot:

  • Number of attempts for fallback: This is the number of successive phrases that are entered by a user that Luma cannot match to a skill. When this number is reached, Luma then displays the fallback skill to the user. For example, Luma may say "say that again" when the uttered phrase does not match any skill, and continue asking the defined number of times before the fallback skill is executed. You can set the fallback from a range of 1 to 5; the default value is set to 3. 
  • Threshold for skill matching: Define the required Skill matching accuracy score from 1 to 100, where 100 is a 100% match. The default threshold is set to 95%. If the phrase the user enters has an NLP score less than the defined threshold, then the Skill validation prompt appears asking the user if the top match is what they wanted.
  • Automatic Spelling Correction: If this is Active, misspelled words entered by the user are auto-corrected before passing to the NLP engine for evaluation. When active, the troubleshooting and debug logs will show what the user entered and what the NLP received so you can see how spellings are corrected. To activate this feature please reach out to the Serviceaide support team and raise a support ticket. Ask specifically to Activate/InActivate the Automatic Spelling Correction.

  • Note:

    Automatic Spelling Correction is available for English language Bots only. This feature is not recommended for organizations that use a lot of industry specific terminology and acronyms as those terms could be wrongly corrected. 

  • Automate Training with User Responses: Luma prompts the user with a validation message when their phrase does not have a strong NLP match with a skill. The message asks the user if this is the skill they were looking for with Yes/No response options. If the user responds with Yes and automated training is enabled, the phrase will be automatically added to the skill. Under Suggested Training Administrators can review the phrases that were used and assign/un-assign them from skills. Suggested Training includes the following scenarios:

    Scenario 1: Automate Training with user responses is set to Active

    • On the Bot dashboard, click  > Bot Configuration > Bot Information > Natural Language Processing Settings > Automate Training with User Responses > Active.

    • While executing the skills in Luma, if a user enters a phrase that matches with any of the suggested skills available in Luma, then Luma displays the closest matching skill and prompts for confirmation (with Yes/No options) whether that is the required skill. Luma analyzes the sentence or phrase entered by the user, and based on the Natural Language Processing (NLP) score, suggests the skill which has the highest NLP score or threshold value. To learn more about how the suggested training option works, refer /wiki/spaces/CloudITSM/pages/880803841.

    Scenario 2: Automate Training with user response set as Inactive

    • On the Bot dashboard, click  > Bot Configuration > Bot Information > Natural Language Processing Settings > Automate Training with User Responses > Inactive.

    • While executing the skills in Luma, if a user enters a phrase that matches with any of the suggested skills available in Luma, then Luma displays the closest matching skill and prompts for confirmation (with Yes/No options) whether that is the required skill. To learn more about how the suggested training option works, refer /wiki/spaces/CloudITSM/pages/880803841.

General Settings

Guest User Welcome Message: This is the welcome message that will be shown to the guest or non-registered users when they first start a conversation with the bot.

Skills Abort Command: Define commands that a user can enter to abort or exit the current Skill conversation. For example, if the user enters "exit", "goodbye" or any of the defined commands while currently in a Skill, they will immediately exit that Skill. The customer is not billed for a Luma transaction when a customer aborts a Skill conversation. 

Skills Builder Administrators and Developers should review Aborted Skills list under Training to quickly identify if there are trends in users exiting certain Skills. This may indicate a need to review the phrases for that Skill as well as the prompts. To learn more about Training view the Training your Bot page.

Welcome Skill

On the Welcome Skill tab, you can set and view each role's order of skills displayed within the Welcome Skill. To learn more, see the Configure Chat Channels page.

Channels

On the Channels tab, you can configure the channels or messaging platforms where your bot will be available. To learn more, see the Configure Chat Channels page.

Follow-up

On the Follow-up tab, you can configure the Luma follow-up processes. To learn more, see the Automated Follow-up Skill page.

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