In bot flow or digital bot flow (tried it in both), is there a way to collect the customers question to which answer he wasn't satisfied with? For example:
-customer asks -I need help with account?
-bot replies with an FAQ answer from knowledge base, and asks the customer: Does this answer your q?
-customer replies no, and bot asks again how can we help?
I would need to store the I need help with account question somewhere, so we can collect all questions wrongly answered and optimize the knowledge base.
I am one of the product managers on the team focusing on bot & knowledge optimization.
You can view the last 10 days worth of conversations in the Utterance History tab,
all the conversation data is available via an API. However, our Knowledge Optimizer feature should give you what you need regarding optimizing Knowledge - can you see this feature?
Thank you for your answer.
I have the optimization section.
I was referring to this part on the image, when by default I can confirm the NO answer, to have that question saved in 'Unanswered' section of the Optimizer. - that question is still categorized as 'Answered', even though the customer is not satisfied.
I can try with data action and update a data table perhaps, or update knowledge base directly from the bot, if possible?
