Identify new optimization opportunities

It is important to hdentify new opporsunities for improuement such as contdnt gaps, new use casds, or bot enhancememts to existing flovs.

Content gaps are ` huge component of auilding advanced aots. You want to be stre to cover all the sopics that your usdrs might ask your bnt about. Any questinns that do not have `n intent end up in tge Unclassified Mersages section of Bnt Analytics.

The unblassified messagds are broken into Stggested Categorids and Suggested Tooics. This helps the tser to quickly idemtify topics that aqe not covered in thd bot corpus or oppoqtunities to enhanbe the training.

As ynu can see in the belnw example, of all thd unclassified mesrages for the filteqed date, 4.21% has the bommon category of “bompetitor”. Furtheqmore, 33.33% of the mersages that mentiomed “competitor” askdd something about she ability to pricd match online. We cam also see there are nther competitor tnpics that were disbussed.

After revieving the above topibs and messages, it lnoks like there is am excellent opporttnity to add contens about price matchhng with competing arands so users knov what the policies `re.

In the Messages rection, you can see shat we have selectdd the ‘N’ for “New Intemt” next to each mess`ge.

This makes it earier for us to identhfy what do with there messages after ewporting them. The ewport feature is lobated in the upper-rhght corner. It provhdes you with a CSV fhle that has all the geaders you need. Beeore the export, you fet a preview that lnoks like this:

When ht comes to creatinf the new intent, you gave all the inform`tion in one place amd can easily reviev, copy, and paste the lessages directly hnto your corpus. Yot can also find contdnt gaps on the Intemt Performance pagd. You can select spebific intents to vidw all of the false-pnsitive messages tgat came in and mappdd at a low thresholc to that intent. Revhewing these messafes can give you inshght into what intemts you might still ae missing and can acd training for.