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Make your bot answer frequently asked questions

The most important features of your bot, no matter if it deployed as an Amazon Alexa skill, a Google Home action or a chatbot, is to answer your users’ questions. This might be highly complex questions such as “what is my checking account balance”, or simple questions such as “what is your return policy”. Understanding that you already provide answers to your users most frequently asked questions on the web, Conversation.one offers an FAQ Generator that quickly converts FAQ pages from your website into a full conversational format.

Conversation.one is a build-once-deploy-anywhere platform, where your app can be deployed as an Alexa skill, Google Home action, Facebook Messenger bot, or a chatbot on your website

Create a conversational app

A Conversation.one application represents your conversational interface through Amazon Alexa, Google Home or Facebook Messenger bot. To create an app:

  1. If you don’t already have a Conversation.one account, sign up. If you have an account, log in.
  2. Click on Create New App in the navigation. If it’s your first application, you will be redirected to the Create New App wizard automatically.
  3. Select your industry. For the purpose of this tutorial, select “Banking” for the industry. Click Next to continue.
  4. Select your company’s name. For the purpose of this tutorial, enter “My Bank” as your company name. Click Next to continue.
  5. Select the devices you want to support with your app. For this demo select Facebook Messenger, Amazon Alexa, Google Home, and Chatbot. Click Next to continue.
  6. Your new application is ready. Click Customize to start developing your app.

Import a web F.A.Q. page

For the purpose of this demo, we will teach our bot to answer questions about chip-enabled cards, using Chase FAQ page.

  1. Click the “F.A.Q. generator” button.
  2. Enter the page URL https://www.chase.com/digital/fraud-security/security/faq-general
  3. For “Wrapper selector” use “h4”. This represents a block that contains a single question and answer.
  4. Leave “Question selector” empty. We leave it empty since in this case the “Wrapper selector” already represents the question.
  5. For “Answer selector” use “+p”, this will select the next paragraph following the question.
  6. Click Next
  7. All the relevant questions and answer will are imported. Click “Select All”, to import all the questions.
  8. Click “Import” to generate the conversational data, and click the “Close” icon when done.
  9. Click save to train your bot with the new data.
  10. Your editor will have a new folder named “FAQ”. Select “FAQ” to view the content.

Try it out

Now that your app can understand basic requests from the user, try out what you have so far.

In the chat console on the right, type in a question. This can be something like “Do I still need to sign the back of my card?”. After you type the request, hit “Send”.

The chatbot will answer “Yes, you need to sign the back of your card for security purposes.”

What’s next?

To help your Amazon Alexa skill, Google Home action, or chatbot understand your users, you will need to expand the list of samples (“User says”) to 10-30 samples for each different intent. You can use Conversation.one’s synonyms tool to quickly create multiple samples.

For example, the question “Can I still use my old card” can be extended using “Can I (|still) (use|purchase using) my (old|previous) card”. That will automatically generate the samples:

  • Can I still use my old card
  • Can I still use my previous card
  • Can I still purchase using my old card
  • Can I still purchase using my previous card
  • Can I use my old card
  • Can I use my previous card
  • Can I purchase using my old card
  • Can I purchase using my previous card

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