Reviews

Use reviews to improve your chatbot's content coverage and NLP accuracy more effectively.

Reviews help you assess how your chatbot performed over a certain period: whether it responded to users with the appropriate passage, and where it didn't have the content it needed. You can monitor trends in your chatbot's content coverage rate and accuracy rate, and prioritise content based on what your chatbot users need.

Reviews work best when you run them regularly, but you don't have to review all your chatbot content in every review. You can filter a review to exclude specific NLP questions or response passages, or create a targeted review of only the conversations or passages you choose. See Create and mark reviews.

You need an administrator or publisher role on your team to create, finalise, and delete reviews. See Review permissions.

View reviews, summaries and trends

To see a summary of your chatbot's recent reviews:

1. Click Improve in the left navigation, then click Reviews. 

Your chatbot's content coverage and accuracy for the last five finalised reviews are displayed in two charts. The older reviews are toward the left on each chart. You can:

• Display the trend for the last ten reviews.
• Export the current chart as a PNG file by clicking the menu in the top left of the chart.
• Open a review by clicking its bar in the chart.
• See a summary of a review by hovering over its bar in the chart.
  The summary of each review shows:
  • The review status (finalised, unfinished or expired).
  • The time period reviewed.
  • The overall review grade, such as Good or Optimal.
  • The overall review percentage and a breakdown of component percentages.

Your active and expired reviews are listed below the charts. Reviews that have expired no longer have chatbot user response content available, per your data retention settings, but you can still view the review summary.

Create and mark reviews

To create and manage reviews:

1. Click Improve in the left navigation, then click Reviews. 
   For targeted reviews, click Improve > More in the left navigation, then click Targeted Reviews.

You can:

• Create a new review.
  If you want to only review specific conversations or passages, create a targeted review.
  Targeted reviews not included in summaries and trends charts.
• Click an active review to continue marking passages.
  You can also add remarks or labels to passages, and finalise the review.
• Click a finalised review to see your results. 
  The chatbot user responses will be deleted after your data retention period has expired. See data Settings. You can still see your review results and any remarks or labels applied to the passages.

Review permissions