Guidelines for optimizing your service with Search Optimizer (2.0)

Setting task priority

Priority should be set by balancing between the following voice characteristics:

Displayed as Hits, which tracks the rate in which the voices are coming into the service, meaning the queries presented by your end users. Voices here come in handy since they provide you automatically with the clustering of queries to provide a straightforward insight on what is that current "hot topics".
The search optimizer categorization
  • Unanswered ? these are voices that the search engine did not answer
  • Answered ? these are voices that the search engine answered
  • Reactions ? articles that got direct feedback from end users. Reaction is a metric to reflect the ratio between positive and negative feedback. You can use this category to identify whether content is relevant and sufficient or needs update.

The trend shows the relative difference in the number of hits during the selected time interval and the time interval that precedes the selected time interval. So, if the selected time period is the current week, the trend is calculated relative to the previous week. When there is no value for a trend, it means that there were no hits either in the current period or the reference period of the trend.

Trend is calculated as follows:

For example, the selected time period is the current week and the number of hits is 500. The number of hits was 550 during the previous week. Using the above formula, the trend is -10%, so you?ll see 10% in red in the Trend column.

To recap, to prioritize your work, make sure that you look for the following:

  1. Popular Voices (high number of hits) that have not been answered (Unanswered)
  2. Popular Voices (high number of hits) that were answered but the answer was not satisfactory, indicated by either negative reaction or channeling
  3. Popular Voices (high number of hits) that the bot answered with one or more answers (Answered) to make sure that the answer provided is the right one.
Note: Depending on the size of your knowledge base and the number of customers you have, you may need a separate content manager to deal with answered voices.

Actions to be performed to handle a task

Fix a voice
For both unanswered and answered voices, you can either assign a voice to an existing article or create a new article. By selecting a voice in Search Optimizer, based on our NLP algorithm a list of relevant articles are displayed to which you can assign the selected voice.

When you select an Answered voice, the articles displayed on the right are those that were returned in a search widget (as opposed to a conversational one).

By assigning a voice to an article, you add that voice as a phrase for the selected article and subsequently, Bold360 AI will answer this voice and new voices that express the same intent with the assigned article.

If no relevant answer is suggested or you find that the intent is not covered by your knowledge base, a new article should be created by clicking Create new article.

When the voice reflects queries that you do not want to handle in your knowledge base, such a queries that contain gibberish, you can move them to the Muted category in order not to treat them at this point and focus on significant voices.
Once you have taken care of a voice in Search Optimizer, you can remove it from the list, so that you do not revisit the task that you have already done. Deleted voices are not moved to the Muted category, but are permanently removed from Search Optimizer. Deletion is used mainly for "housekeeping" - to clean up your Search Optimizer -, but it does not prevent your customers from asking the same question again.

Workload Management

Search Optimizer supports the collaboration of a team of content managers that work in parallel on the same knowledge base. You can assign an owner to voices and articles in Search Optimizer. By assigning an owner to voices, you can balance content optimization workload based on your business priorities and organizational structure. Each owner can then view only those tasks that are assigned to them and thus manage their work and thrive to empty their content optimization tasks in Search Optimizer.

To enable this workload management,

  1. Make sure that the Enable voices assignment feature is enabled for your account. Contact your Customer Success Manager to enable it for you.
  2. In the Bold360 AI platform, go to Admin Center > Users and set up the relevant users with the necessary privileges.

Prevent the bot from answering a question

In the Article Editor and in Search Optimizer 2.0, you can add Negative phrases, which tells the bots what voices an article should not answer. To do so, select an answered voice and click Do not answer on the right.