Create an NLP question

Create an NLP question to match a user's question against a phrase of intent. For example, "book appointment", "I need a doctor" and "when are you available" are all different ways of expressing the intent of booking an appointment.

The chatbot compares the user's question against different ways the same intent may be phrased, using an algorithm that accounts for slight differences in phrasing or word choice and misspelled words, so that the user's response can be accurately matched without predicting all possible keywords or exact phrases in advance.

Keyword questions are checked first

The chatbot attempts to match a question by keyword before checking the NLP questions.

You can use NLP questions as either Inbound or Outbound questions. For more information on Inbound and Outbound questions, see Questions.

Create an Inbound NLP question

To create an Inbound NLP question:

  1. Open the passage you want to create the question in.
  2. Click Inbound Questions.
  3. Choose to create either a Global-level question that will match from anywhere in the chatbot, or a Conversation-level question that will only match within this conversation. See Questions.
  4. Click + Question in your chosen context level.
  5. Click the edit icon next to the New Question title.
  6. Type a descriptive name for the question.
  7. Type the intent phrases you want to match in the Training Phrases field. Use a new line for each new keyword or phrase.
  8. Click Save.

Create an Outbound NLP question

To create an Outbound NLP question:

  1. Open the passage you want to create the question in.
  2. Click Outbound Questions.
  3. Click + Question.
  4. Click the edit icon next to the New Question title.
  5. Type a descriptive name for the question.
  6. Type the intent phrases you want to match in the Training Phrases field. Use a new line for each new keyword or phrase.
  7. Select the Conversation of the passage that will answer this question.
  8. Select the Passage that will answer this question.
  9. Click Save.

Improving NLP accuracy

Because NLP uses a more complex algorithm than keyword matching, it can be difficult to adjust your training phrases manually without causing unexpected results. Use the Improvement AI to monitor the accuracy of your NLP questions through analytics, and streamline your improvement process. 

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