Intents Fallback

Fallback Intent analytic help the Supervisor to view the list of unexpected utterances, or when a customer says something that doesn’t map to any intents in Bot skill (every time the Bot is not able to match user input with any of the specified intents). As you design Bot skill, you identify and define a set of utterances and intents to capture the many possible variations that a customer can speak. When your skill is active, 3Dolphins will try to match all customer utterances to one of the skill’s intents. There may be instances when the customer request is not appropriate for Bot skill. If 3Dolphins maps one of these requests to your intents, it may provide an unexpected response.

You can easily export the intent fallback as a comma-separated values file (.XLS or .CSV) using the download Excel or CSV button and save the file on your hard drive. That will allow you to analyze your intent fallback data in external applications.

First, select Bot to display the intents fallback data.

Intents Fallback

Component Explanation:

Component	Description
Domain Fallback	The line graph indicates how many bot response failure based on the FAQ Knowledge for the past week.
Dialog Fallback	The line graph indicates how many bot response failure based on the Dialog for the past week.
Intention type	The pie graph indicates how many bot response failures based on intention type.
Table Intents Fallback	This table displays all words that are not yet known by bots based on the : 1. Bot: Bots that are used when customers are interacting and a fallback occurs. 2. Intent type: This type of intention consists of the ‘Domain‘ and ‘Dialog‘. The domain is a fallback message that occurs when a customer is interacting with a Bot in the Knowledge FAQ while Dialog is a fallback message that occurs when a customer is interacting with a bot in the Dialog. 3. Channel: The channel used by customers to interact with Bots. 4. User: The name of the customer who sent the message. 5. Fallback intent: By default, fallback intent consists of three types, namely request, inquiry and complaint. When a customer is interacting with a bot and a fallback occurs, the bot will detect the message entering the fallback inquiry, request, or complaint type. For example, when a customer sends a message in the form of ‘request’ such as ‘what excess chatbot 3dolphins‘ or ‘company email‘ and a fallback occurs, the bot will detect that the message entered into the fallback request. When the intent type is ‘Dialog‘, the fallback intent value is a unique id, this unique ID represents the dialog ID that is running when the customer is interacting with the Bot. For example, When a customer is interacting with a bot in the Covid-19 dialog and a fallback occurs, the fallback intent value in the table will display the Covid-19 dialog ID. 6. Messages: Messages from customers in the event of a fallback.