Take these steps to test the performance of your bot, chat intros, and fallback method.
Open up your internal sandbox
To access your internal sandbox, you can click on the IVY icon in the bottom left corner of the portal.
This will not show your chat intro if you submitted one to your Project Manager. You will see that in the Testing Simulator.
Submit a bot question
Ask a question in the sandbox to see how your Chatbot will react to it. Pick a simple question that has a clear answer within your knowledge sources.
Example: “How do I reset my password”
Use the “Trace” feature to see the source of an answer
Open up your Testing Simulator
Chatbot » Installation » Testing Simulator
This is where you will do the majority of your testing. The Testing Simulator connects to your Inbox where you can edit responses if necessary.
- Stump your bot by asking a question it would not know (content not on website)
Example: “What is the best bakery in Colorado?”
Locate the No Confidence Response in the Portal
Chatbot » Complex Responses » No Confidence Response
- Confirm your fallback configuration
- If you are using a ticket submission:
- Click on the “Compose Email” element
- Confirm your help desk email
- Confirm where emails should be sent from
- Confirm the email subject line
- If you are using live chat for fallback:
- Confirm your contact form is correct (only if you are using one)
- If you are using a combination of both, confirm both sections above
Submit 20 additional questions
Follow the steps in the How to Submit Bot Questions article. You should also review the information in The Different Types of Chatbot Responses article, the Bot Limitations article, and the Best Practices section for tips on the types of test questions you should submit.
- Leave a thumbs up or down rating whenever you can
- Request a transcript at the end of the conversation
Don’t worry if your bot didn’t answer perfectly for all 20 questions! We will highlight how you can edit the answers your bot provided in a few steps.
Locate the transcript of your actions above
Analytics » Reports » Transcripts
- Confirm the transcript in the IQ Admin Portal matches the emailed transcript copy
Locate conversations in the Data Lake
Analytics » Reports » Data Lake
- Locate the conversation where the bot was stumped and a ticket was submitted
- Locate the conversation that indicates a rating was submitted
- If using live chat, locate the conversation where the user connected to an agent
Export the Data Lake
A user can easily export their data by pressing the Export button. This will automatically download the data as a .csv file. You should enter a name for the export.
Example: Data Lake XX-XX-XXXX.
You may email this report to you and others by entering an email address in the field provided. If you are sending it to more than one person, you will need to click the Add New Email link each time.
Edit an answer given by the bot in “Inbox”
Chatbot » Inbox
Open the conversation you had with the bot where you received an insufficient response. You can use the filters or the search bar to narrow your options. Click the response you would like to update and then click “Edit” (red box in screenshot below).
The response type will be “Knowledge”, “Complex Response”, “Low Confidence”, or “No Confidence”. This is where you will click to edit the response.
Then, you can type in a new response that you want the bot to give to that question. Once you click “Save”, the Inbox will show the conversation as an “Edited Conversation” at the top and the new version will be saved in the Change Log on the right side of the screen.
Editing a conversation creates a clone of the original in order to preserve a record of the initial interaction. The updates you make are applied to the cloned version and used as training data in the bot’s brain. The edited response will say “In Brain” in purple while the original will say “original” in green.
Review your Chat Intro
Chatbot » Chat Intros
Select the “Default” Chat Intro. Please refer to the spreadsheet you submitted to your Project Manager and determine if the chat intro matches it. If you identify something missing, please correct as needed or make a note to discuss with your project manager.
- Test Chat Intro by clicking on the “Try it out” button
If you did not provide your Project Manager with a chat intro outline during implementation, please try to create your own from scratch!
Practice editing Chat Intro
Chatbot » Chat Intros
Select the “Default” Chat Intro.
- Add additional buttons to existing Chat Intro
- Edit a button label in the existing Chat Intro
- Edit a message in the existing Chat Intro
Create your own Complex Response
Chatbot » Complex Response
Use our Complex Responses Knowledge Base articles for additional help.
These responses don’t have to be “complex”. You can do a simple text message if that is what is necessary for the provided question.