Bot Triggered Incorrect Response

Created by ARYA SALIM SALIM SALIM C, Modified on Fri, 9 Jun, 2023 at 8:23 AM by ARYA SALIM SALIM SALIM C

KB Article 2: Scenario: Bot Triggered Incorrect Response

Summary: This article provides steps to troubleshoot and resolve the issue when the Haptik bot triggers the wrong response.

Category: Haptik Bot Service

Tags: Bot Response, Incorrect Response, Troubleshooting, Haptik Bot Service

Content:

Acknowledge the Issue: Start by acknowledging the user's concern and assure them that you will investigate and resolve the problem. Provide a friendly and empathetic response to demonstrate your commitment to resolving their issue and ask for additional details.

Example: Thank you for contacting Haptik Support Team. We are here to help you. We have received your request. We need a few more details before we proceed.

Can you share a few chat links with us?
Can you share the steps to reproduce this issue?

We will get back to you with the resolution once we receive the details.

Thank you for your patience.

Reproduce the Issue: Try to reproduce the problem on your end by entering the same query or input that caused the bot to trigger the incorrect response. Use the Haptik platform or testing environment to simulate the user interaction.

Review Bot Configuration: Examine the bot's configuration, including intents, entities, and responses. Verify that the bot is set up correctly and that the relevant intents and responses are associated with the user query that triggered the wrong response.

Check Training Data: Review the training data provided to the bot. Ensure that it includes appropriate examples and variations of user inputs that cover the scenarios where the bot is expected to respond correctly. If necessary, add or refine training examples to improve the bot's understanding.

Analyze Response Mapping: Analyze the response mapping or rules associated with the specific user query. Check if there are any conflicting rules or conditions that may be causing the bot to select the wrong response. Modify or adjust the response mapping as needed.

Test with Sample Queries: Create a set of sample queries or test cases that represent the different scenarios where the bot has been triggering the incorrect response. Test these sample queries to verify if the bot now responds correctly after making the configuration or mapping adjustments.

Document Findings: Document your observations, including the steps you have taken and any changes you made to the bot's configuration or mapping. This documentation will be helpful for future reference and troubleshooting.

Provide Solution and Explanation: We would not be able to resolve this issue. We would only be able to tell the client the solution as read-only access will be given. However clear steps can be shared for the resolution

Follow Up: After providing the solution, ensure to follow up with the user to confirm if the issue is resolved to their satisfaction. Ask for their feedback and address any further concerns they may have.

If the issue persists or you require further assistance, contact Haptik L2 Support or follow the escalation matrix for additional guidance.

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