You can now examine your Dialogflow chatbot’s intent usage to get a better comprehension of which messages it can and can’t understand.
It means you can drill down into each and every instance of misunderstood customer intent.
In turn, you’ve got a thorough library of intents and messages to teach your chatbot, helping them grow smarter and more capable when speaking with your customers.
Prior to this update, Talkative did feature fallback intents for your chatbot.
However, the customer message that caused the fallback intent to be triggered wasn’t recorded. This meant you were losing out on potentially useful chatbot training data.
It’s why we wanted to push Talkative’s chatbot capabilities to the next level, giving you the power to get more out of your self-service tools and your customer advisors in turn.
Understand your customers’ most common queries
Every time your chatbot fails to understand a customer due to an unrecognized message intent, your chatbot uses a fallback intent to hand off to a human advisor.
But now, the customer message that caused the issue is recorded for you to analyze within Talkative.
Not only does the data help you improve your chatbot’s understanding of your customers, it also provides you with real insight into your customers' most common, and most misunderstood, queries.
As a result, you’re able to spot the gaps in your digital customer experience, allowing you to step in and create new automations, knowledge base pages, or chatbot responses that’ll greatly improve your customer journey.
Record intent data across every chatbot channel
Along with the above perks, this new feature comes as standard across every Talkative chatbot using Dialogflow - whatever channels you offer your customers.
So, whether you deploy a chatbot on your website, app, or social media channels, you can always be sure that your customers are well-served and that any intent issues are recorded for future analysis.
Want to get started with accessing your chatbot intent logs straight away? Read more from our support article on Accessing Dialogflow Chatbot Intent Logs.
And for more on our latest updates, check out our most recent release notes.
Are you a new customer that likes the look of this update? Book a demo and learn how Talkative can help you make each website interaction more personable and profitable today.