Synonyms Articles

Synonyms and conversational flows

Synonyms are used to enhance your Knowledge Base (KB) and improve search results. There are two types of synonyms in Bold360 AI:

Local synonyms: The synonym repository in the KB which is created and maintained by your content management team. Local synonyms typically include words that are related to your business and serve as an extension to the list of global synonyms.
Global synonyms: Language-specific global synonyms that Bold360 AI uses which are relevant across all verticals.

For your conversational flows, synonyms are especially important as you will have to anticipate the different ways customers are looking for your goods or services.

The following is an example of global and local synonyms as seen in the Article Editor:

When you look at the synonyms of create, you see that "add" and "make" are defined locally. At the same time, "build" and "open" are defined as global synonyms that are also applied when a customer enters an intent.

How to add synonyms

The synonyms you add are applied to all articles in the knowledge base.

Create groups of synonyms broaden your terminology base and deliver the information your customers are looking for.

There's no need to update each question separately. Once a group of synonyms is created, it takes effect across the entire knowledge base.

Create and edit synonyms from the Synonyms page

Go to Admin Center > KB Setup.
The Knowledge base: Synonyms page is displayed.
On the Knowledge base: Synonyms page, click Add new synonyms group.
The Synonym group editor is displayed.
Enter words which you want to treat as synonyms.
Once you've entered the first word, the editor will recommend other relevant synonyms to choose from. You may either choose from the recommended words by clicking on them or enter your desired words in the New synonym box.
Click Save.
The Synonym words editor opens.
Select the synonyms that should be associated with the words that you have.
In the example above, the synonym "ms" was defined as synonym for "microsoft". The NLP engine considers "ms" as the plural form of "m" and, unless you clear the checkbox for that word, the engine adds that word as a synonym to "ms".

If you define multiple words as synonyms then all those words are listed on this page.
Click Apply to save your synonym group on the Synonyms page.

Note: To delete an existing synonym, click the trash icon next to the synonym group.

Create and edit synonyms in the phrasings editor of an article

Go to Knowledge > Articles and open an existing article or create a new one.
In the article editor, open the Phrasings section and click Synonyms.
Click +Add to create a group of synonyms.

You may notice how the same question repeats itself in different phrasings with similar words. Once we create groups of synonyms, all four questions can be minimized into one. If there's already an existing group of synonyms for a word, you may edit the group by clicking on the synonyms. When editing a group, the synonym group editor opens.

How do synonyms work?

Synonyms are used to enhance your knowledge base and improve search results.

Synonyms that are considered for search across any of your Knowledge Bases (KB) consist of the following:

Local synonyms: The synonym repository in the KB which is created and maintained by your content management team. Local synonyms typically include words that are related to your business and serve as an extension to the list of global synonyms.
Global synonyms: Language-specific global synonyms that Bold360 AI uses which are relevant across all verticals. Global synonyms defined for the English KBs are listed below:

app, application
1st, first
about, regard
basket, cart
... and 170 others

It is important to note that there is a generic language thesaurus is much broader than the synonyms that are considered by Bold360 AI on a language level - either global or local.

Bold360 AI periodically updates the thesaurus used at the language level. When defining synonyms specific to your Knowledge Base, auto-suggestions are presented based on the general language corpus:

In addition, the search engine knows language morphology, which makes it smart enough to know that:

car = cars
child = children
really = real
etc.

Finally, the synonyms and NLP algorithm capabilities in Bold360 AI know how to deal with 'weak' words, such as "with", "what", "do", "can", and "can't", therefore you do not have to define these synonyms in your environment.

Note:

If you add these synonyms manually, it may reduce your performance in the Knowledge Base.
When a customer uses a synonym rather than the word that is present in an intent (article title), the intent matching score may be reduced.

The following is an example of global and local synonyms:

What synonyms should I add to my Bold360 AI account?

You should add synonyms that are relevant to your business. For example, if your company sells electronics, you should add synonyms from the world of electronics:

Amplifier, receiver, power supply
Surround, stereo, speakers
TV, LED, 3D

Synonyms are not a transitory property, therefore you can define two different synonym groups where the same term would appear, but its synonyms would not be considered across groups. For instance group I: schedule = book; group II: book = notebook.

If an incoming search includes the word schedule, it would consider intents that include book, but not those that include notebook.
If an incoming search includes the word book it would consider intents that include both schedule and notebook.

As the Bold360 AI NLP has a built-in set of morphology tools, there is no need to capture synonyms to address the following:

compounds, such as "mymusic" and "my music"
use of punctuation, such as dashes (e.g. "my-music" and "my music")
typos
different tenses (e.g. "run" and "running"). However, you must associate a specific tense to a group of synonyms ("broke" with "poor", and "no money").

It is important to note that the use of synonyms by Bold360 AI's NLP may impact search results, because when you replace a term in the user's query with a synonym, the matching score is slightly reduced.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (*.nanorep.co) will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.