Why doesn’t the messaging bot find the answer or article I expect, when a user types a certain phrase into the web widget?
This behavior has several causes. Keep these details in mind:
- Answers take priority over articles. An end user could ask a question that matches a title or a portion of an article, but if the bot identifies a matching answer, it returns the answer. If you aim to return a specific article, build an answer specifically designed to match the frequently asked question that suggests the article, directly within its flow.
- Partial matching logic may be used when identifying the best-suggested answer or article. In some scenarios, no full words from the question match words within the answer's training phrases or intent.
- Short questions, especially those that are only a single word, are not often matched. Due to partial matching logic, a question with a single word can result in unexpected or unwanted answers.
- Similarly, short or generic training phrases lead to inaccurate matching. Improve match accuracy by using specific language and phrases that are at least a few words in length in an answer’s intent, as well as training phrases.
- If a specific question asked doesn’t result in the desired matching, adjust the training phrases or intent of the answer that should match. Alternatively, create a new answer with training phrases aimed at matching a common question.
For more on building successful bots, see the article: Best practices: Creating a messaging bot.