Topics

Manage topics

Purpose

When a message doesn't trigger any answers, flows or dialogs, this skill will find out if it relates to any of the topics known to this virtual agent and tag it to the conversation. This way it is easier to find the right operator, and the operator at hand will have more information to determine how to help this user.

When your virtual agent wasn't able to extract the topic our of the user message, then it is by default configured to ask for it in the Unknown flow. We call this step "Triage".

Configuration

Topics are configured in the content section.

Topics

A topic consists mainly out of a label, a tag and keywords. See the screenshot below. The virtual agent will try to find one of these keywords in a user message that leads to Unknown. When one of them is found, it will tag this conversation accordingly.

Keyword matching is done smartly. For instance, when the keyword "fee" is also matched when used in plural "fees".

Topic configuration

Tagging

In the below example you see that when the user types in "What are the fees of your products?" the conversation is tagged with the tag sales automatically. This way, your Virtual Agent doesn't need to ask for the topic (Triage) before escalating.

Topics in action