Creating follow up questions
If your question or utterance requires AgentX to clarify the question to provide an appropriate answer, follow these steps. This is also the way to add conditional questions and answers to further refine your instructions or responses.
This of this section as the “if - then” logic in your training manual for new agents.
The AgentX AI can handle multiple nested qualifying questions and answers as well as complicated answers. We suggest you start with a basic yes/no type first and then grow your capabilities from there.
As part of the basic questions and answers section above, we did not expand the “Advanced” section. Select an item to Add or Update like you did above. Then scroll down to the advanced section and expand it.
For the remainder of this example, we will use the online fraud example. In this case, AgentX needs to provide a different answer if the online fraud is less than $10,000 vs if it is over $10,000. Select your ID to update and add all the possible utterances relative to the scenario:
Then expand the advanced features. (We will come back to the conditional logic in the Answer section a bit later.)
Scroll down through the advanced functions to the Topic section and check the “Create a dedicated bot intent” and the “Slot Required?” boxes. During the Rebuild Lex process, this dedicated bot will run the conditional logic that you will add in the answer section. The slot indicates that AgentX requires a variable or that another question and answer must be asked before it can provide the final answer.
Add the conditional question and associated settings for the follow up question. In this case, AgentX needs to ask if the amount of fraud is greater than $10,000. You will define the variable in the slot name field (isLargeAmount). And the slot type tells the Lex bot what type of slot you are using (see Create New Slot Type). In this case, you are expecting yes / no type of answers.
Scroll back up and add the “answer” in the answer section. Be sure to copy the “code” with the curly brackets and logic exactly as it is written. You’ll also notice that this is where the Lex bot is expecting the variable (isLargeAmount) from the Slot Name below. If the caller says “yes” then they will receive the answer to file a police report. If “no” then they can fill out an online complaint form.
Be sure to click Update to save your work.
Create new slot type
You may want to create slot types for common things that callers say to be used in your conditional logic. In this example, we used the slot type for yes/no answers from the caller. They could have also said “yeah” or “nah” or any of the other expressions to affirm or negate.
Go back to the main AgentX designer page and click add.
Be sure to select a “slottype” new item
Create the matching slottype that you used in your conditional logic (in step 5 above). When you expand the advanced features section you’ll see where to put all the other ways people say “yes” or “no” which are common to your geographic or use case.
Good luck! These are the most challenging types of configuration items for AgentX, but also the most rewarding. We suggest that you start with the simple QnA and build from there. You can always enlist our help to get you started or create the logic for some of your more complicated caller questions or utterances.
Also, you will want to expand your capabilities from this section while you do bot tuning or listening mode.