{"id":135,"date":"2021-02-05T10:33:43","date_gmt":"2021-02-05T10:33:43","guid":{"rendered":"https:\/\/multisite.korebots.com\/SupportAssist\/?p=135"},"modified":"2021-02-05T10:33:43","modified_gmt":"2021-02-05T10:33:43","slug":"unknown-use-case","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/unknown-use-case\/","title":{"rendered":"Unknown Use Case"},"content":{"rendered":"

This is the behavior when the SmartAssist does not understand <\/span>the user utterance (when the Speech Recognition Engine<\/em> does not understand the user speech), or <\/span>it does not match any known use cases (when no use cases are configured for a given intent).<\/span><\/p>\n

You can configure the Unknown Use Case to prompt the user up to two times and then define the behavior. If the user utterance is still not comprehensible, choose to either end the call\/chat or transfer to an agent. <\/span>This message is available for both Phone and Chat experiences.<\/span><\/p>\n<\/div><\/div>

<\/div><\/div>

<\/span>Configure Unknown Use Case<\/span><\/span><\/h2>\n

To configure Unknown Use Case, follow the below steps:<\/span><\/p>\n

    \n
  1. On the left pane, click <\/span>Defaults<\/b>.<\/span><\/li>\n
  2. On the Defaults page, under the <\/span>Phone Experiences <\/b>section, click <\/span>Unknown Use Case<\/b> card.<\/span><\/li>\n
  3. On the <\/span>Unknown Use Case in Phone<\/b> window, you can find two <\/span>Unknown Intents<\/b>.\u00a0<\/span><\/li>\n
  4. Click the Edit <\/b>icon to<\/span> edit<\/span>. The response after the 2nd failed attempt is <\/span>disabled<\/span><\/i> by default, enable the same to add it.<\/span><\/li>\n
  5. Edit the <\/span>Final Response<\/b> to:\u00a0<\/span>\n
      \n
    1. Add the final message played to the user.\u00a0<\/span><\/li>\n
    2. Define the exit behavior by selecting an option from the <\/span>After that…<\/b> drop-down list:<\/span>\n
        \n
      1. End Call<\/b>\u00a0\u00a0<\/span><\/li>\n
      2. Transfer to Agent – <\/b>Here, you can further specify if the user is given the option to switch to a chat agent for faster service by responding <\/span>yes <\/span><\/i>or holding on the line for a voice agent.<\/span><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/li>\n
      3. Click <\/span>Save<\/b>.<\/span>\"\"
        \n<\/div><\/div>
        <\/div><\/div><\/div><\/div><\/div><\/div><\/section><\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"This is the behavior when the SmartAssist does not understand the user utterance (when the Speech Recognition Engine does not understand the user speech), or it does not match any known use cases (when no use cases are configured for a given intent). You can configure the Unknown Use Case to prompt the user up...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/135"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=135"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/135\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=135"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=135"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=135"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}