Qualification

This section allows you to analyze the rate of failed conversations by categorizing conversations, as well as the rate of misunderstandings by categorizing interactions. You will find several graphs here to help you observe the categorization of your conversations and interactions.

Conversation qualification

Conversations and their constituent interactions are classified into 3 categories based on their qualification. The 3 qualification categories are as follows:

Only direct answers: the dialog consists only of direct questions / answers. This means that the bot has been able to understand all the questions and provide the answers;
Ending with direct answer: during the dialog, the question or an incomprehension can be reworded, but the dialog ends with an answer;
Failed: the dialog ends with an incomplete question or a suggestion for formulations and the user has not clicked on any of them.

The first two categories are considered successful dialogs. The evolution of the dialogs distribution over time reflects the training of the bot.

The qualification statistics page presents the distribution of conversations and interactions by qualification type. Clicking on any of the statistics displays details for that specific qualification type.

Qualification of conversations with provided contacts

During the creation of a knowledge entry, if the response includes an external contact provided by the bot, it's possible to specify the type of contact provided. This helps to understand the alternative solution offered to users based on their qualification. Therefore, it's possible to know, among the percentage of failures, what was proposed to users who did not initially receive their answer through the bot and were therefore redirected to another type of contact that could assist them.