How to add negative phrasings in Search Optimizer

You can add voice as a negative phrasing to an article in the Search Optimizer so that the bot knows what customer voices the article should not answer.

Note: To add negative phrasings, you must have the Enable negative examples account feature enabled. Contact your Customer Success Manager to enable these features for your account.
  1. In the AI Console, go to Voices > Search Optimizer.
  2. Select a voice.
  3. On the Details panel on the right, under Strongly related articles, click Do not answer.

    Result: The phrase is added to the selected article as a negative phrasing.