After setting up your chatbot and configuring its settings, you might want to test it. While testing, the chatbot’s ‘answer confidence’ is shown. This gives you an indication of which questions are clear to the chatbot, and which might need some editing. Keep in mind your chatbot is also learning, so the 'answer confidence' will get higher, the more questions it gets.
Test your chatbot
To test your chatbot, you navigate to Settings > Automation > Chatbots > Playground. Here you can start sending your questions, receiving answers, and checking the ‘answer confidence’.
There are three types of answers a chatbot can give, which all relate to its ‘answer confidence’ and to if the question is found in the database you’ve set up. You find the three types below. In these examples, the ‘Answer confidence threshold’ is set to 70%.
Chatbot answer: Match found
Your chatbot is 71% certain that it has found the correct answer to the question. This is above the required certainty level, so this answer would have been provided to a customer in a chat.
Chatbot answer: Uncertain match
Your chatbot is 69% certain that it has found the correct answer to the question. This is below the required certainty level, so this answer would not have been provided to a customer in a chat.
Chatbot answer: No match found
Your chatbot couldn't find a matching response and will respond to the conversation with the ‘No answer text’ you’ve set up in the chatbot’s settings.
If you'd like to, for example, lower or up its 'answer confidence', you can do so by configuring the chatbot's settings.