How to use Voso.ai Virtual Agent. How to use Scenarios and Intents.
Utilizing Natural Language Understanding (NLU) and AI technologies, Voso.ai is a configurable scenario-based platform that is capable of conducting tasks, conversing, and pre-qualifying Leads to automate and scale with the customers' businesses.
This article will guide you through the activation of Voso.ai, adding and setting up Intents, Entities, and Training Phrases, and building Scenarios.
Before you Begin
Important: You will only see the Voso.ai feature if it is turned on for your Account; please contact your CSM to have Voso.ai activated.
You will know whether Voso.ai is turned on by looking at the Main Menu bar; if it is activated, you will see the Virtual Agent main menu option.
You also will not have the Virtual Agent Logs menu option under the Reports main menu if you do not have Voso.ai yet.
- Key Words
Intents are used for any customer looking to utilize Voso.ai Virtual Agent and/or SMS AI in their Call Center strategy.
Intents categorize intention. Users can set up Intents to detect Leads' intentions.
Note: Typically categorized as: “yes + answer” or “no” response, identifying the Intent of the Lead.
1.) Click the Virtual Agent main menu.
2.) Click the Intents menu option.
The Show Dialogue Intents page will open.
3.) Click the Intent name to open the Intent settings.
The Edit Dialogue Intent page will open.
Note: Each Intent is different based on intention: for instance, "What is your name?" "My name is..." the name is the intention.
1.) On the Show Dialogue Intents page, click the blue Add Dialogue Intent button.
The Add Dialogue Intent box will open.
2.) Enter a name for the Intent.
3.) Click the green Create Intent button.
Note: Only letters, digits, underscore, and hyphens are allowed. Do not use spaces; use underscore or hyphens to separate words. You will get an error warning if your Intent name does not match the criteria.
4.) Find the newly created Intent in the list.
- Note: Once the Intent is created it will be added to the list; however, you will have to search for it in the Search field or scroll through the list and/or pages to find the new Intent.
5.) Click on the name of the Intent, or use the Action drop-down button in the Action column to edit the setting of that Intent.
The Edit Dialogue Intents page will open.
1.) Click the Virtual Agent main menu.
2.) Click the Entities menu option.
The Show Dialogue Entities page will open.
These fields are defined on the page next to each field.
If you need to capture information in a very specific format. You will need to define the format using regex syntax. Your CSM can help.
You can follow this link to help you understand the Syntax: https://github.com/google/re2/wiki/Syntax
A Regular Expression (shortened as regex or regexp; also referred to as Rational Expression) is a sequence of characters that specifies a search pattern in text.
Turn this option On if you would like the Virtual Agent to try to capture values that have not been explicitly determined by the Entity Entries, On by default.
When enabled, it can recognize values that have not been explicitly provided.
Example: A Shopping List Entity has the Values; Bread, Milk, and Butter. "I need to buy some carrots," is said, "Carrots" will be matched for this Entity, even though it is not specifically provided; contextually, it is similar to the Values defined in the Entity.
Turn this option on if you would like the Virtual Agent to capture Values where the ordering of the words or Synonyms does not matter, On by default.
Example: Small red ball vs. red small ball, Fuzzy Match will catch the phrase out of order.
If you have Synonyms for an answer, you want to capture. You will need to define which Synonyms to identify using the Entity Entries.
Example: The Value is Nissan; the Synonyms would be Sentra, Rogue, or Altima. The Value of Department Store has Synonyms Kohls, Sears, and Dillards.
Add an Entity
In the Entity Entries section, you can add words that will be identified in the IVA as the Entity.
1.) Enter a Value for the Entity in the Value column.
2.) Enter any Synonyms of the Value you would like to add.
- If you use Synonyms, the Define synonyms slide option should be set to On.
3.) Click the Add Row button to create more Entity Entries.
4.) Click the Apply Changes button.
Training Phrases and Assigning Entity
On the Edit Dialogue Intent page, you can assign an Entity to a Training Phrase.
An Entity is a piece of information within a response.
There is no need to build out a yes and no Entity. We have yes and no Intents, Entities are information we want to save; yes or no is not the answer that Entities are trying to detect; we need a Synonym for the Entity.
We do not save yes and no responses to “do you have a car?” What we want to know is what kind of car they have, and that information will be saved.
Example: Do you have an insurance provider? Yes, I have Progressive. Progressive is the Entity. Yes is the Intent.
1.) In the Training Phrases section, enter a phrase that will be used to identify Intent in the first text box.
Enter as many variations of the answer you are looking for as you can come up with.
Note: Adding as many as possible is good practice; however, too many Training Phrases can work against you, but too few can also work against you.
2.) After entering a phrase, or word, with your mouse cursor highlight the word that is the Entity.
3.) Upon highlighting the word a box will open to select an Entity to assign to the word.
4.) Scroll through the list, or use the filter field to find the appropriate Entity tag for the word.
Note: Custom Entities and Entities already in use will show up at the top of the Entity list.
5.) Once you select an Entity, the Training Phrase will look as it does in the image below.
6.) Click in the text field again.
7.) Hit the Enter key to submit the Training Phrase to the list.
The Entity that you selected will appear in the Entities in Use section below the Training Phrase section, as shown in the image below.
8.) Once you have finished with Entities, click the blue Apply Changes button in the bottom right of the Edit Dialogue Intents page.
The Entities in Use section also contains Slot Filling options.
- This allows Voso.ai to fill a Slot, which is kind of an open Variable, and recognize if a Slot is not filled, it will prompt with the unique message specific to that Slot.
- For example: If you wanted the Date and Time for a Callback and the Lead only gave a Date, Slot Filling will try to get the other half of the Date/Time Variable and ask what Time.
Custom Entities vs. System Entities
These are Entities that are built into the IVA Dialogflow system.
- System Entities are identified by the @sys notation in the list.
- For Example: The @sys.color System Entity will identify values such as; red and blue. The @sys.geo-city will identify the city the Lead replied with.
These are Entities that are added by the User when there is no System Entity for the Entity they are trying to detect.
The Entity Entry Synonyms are Custom Entities.
- For Example: The User needs to detect responses that are vegetables, the Custom Entity will be Vegetables, and the Entity Synonyms will be broccoli, carrots, and peas. A Car Custom Entity would have Entity Synonyms of BMW, Nissan, and Honda.
Key Words gives us the ability to train the NLU model for specific words.
This really only applies to Voice and Voice Transcriptions.
The Show Key Words page allows you to enter a word that is not typically transcribed correctly.
1.) To create a Key Word, click the Add Key Word button.
2.) An Add Key Word modal window will open with a single field for entering the word you want as a Key Word.
3.) Enter the word into the Word text field.
4.) Click the Create Key Word button.
A Success modal window will appear.
5.) Click the Close button.
On the Show Key Words page, you can view all the Key Words created for that Account.
In the Action column, click the gear wheel drop-down for additional options; you can:
Edit the Key Word, for instance, if the word is spelled wrong.
If you Edit a Key Word, a modal window will open that looks identical to the Add Key Word modal window.
Edit the word, then click the Update Key Word button.
Note: If you have questions regarding Voso.ai, please contact your IVA CSM. If you have issues with your Virtual Agent Campaigns, please contact Support.