What are Unanswered Messages?
You can find all the messages that the AI chatbot did not know the answer to in the Unsnwered section. To find this, go to the AI chatbot menu point in the main menu, click on Train Milly and in the middle, click on the Unanswered option.
How to Improve Unanswered Questions?
If a customer contacts you and the AI chatbot is activated, there can be times when there is a question the chatbot doesn't know the answer to. However, these can be easily improved in the Unanswered section.
If you click on a specific question listed here, the question will be asked again for the AI chatbot, and it will try to find an answer.
If it doesn't know the answer, it will display a message about transferring the conversation to an agent.
If it knows the answer, the right information will be displayed in its message.
At the right side of the platform, you will see the relevant snippets it tried to take the information from in order to give the best answer. The most relevant snippets have a green frame around them.
After the chatbot answers the question, you have three options:
Approve: You consider the answer to be correct and the AI chatbot knows the answer to this question.
Try again: The question will be asked again, and the AI chatbot will try to find the answer again. Before you take this step, we recommend changing the Library (your Knowlegde Base articles) in order to include the information it needs for answering the question.
Cancel: You are not satisfied with the answer the AI chatbot just gave. In this case, the question will remain in the Unanswered section list.
To improve the answers, we recommend editing the relevant Knowledge Base articles that are displayed on the right in a green frame. Include the necessary information in the articles and the question will automatically be asked again to see whether the Library has been updated correctly.
Alternatively, you may navigate to the Library tab and add custom snippets. To do so, please refer to this article.
