{"id":88,"date":"2021-01-29T14:11:19","date_gmt":"2021-01-29T14:11:19","guid":{"rendered":"https:\/\/multisite.korebots.com\/SupportAssist\/?p=88"},"modified":"2021-01-29T14:11:19","modified_gmt":"2021-01-29T14:11:19","slug":"questions-answers","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/smartassist\/questions-answers\/","title":{"rendered":"Questions &amp; Answers"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><strong>Questions &amp; Answers (Q&amp;A)<\/strong> <span style=\"font-weight: 400\">\u00a0are used\u00a0 in scenarios where user queries are answered by a single response over Voice and\/or Chat. They are used to configure simple queries like business working hours or contact details. The behavior is defined differently for voice and text modes. You can configure frequently asked questions and answers and SmartAssist behavior over phone and chat channels.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Q_A_Properties\"><\/span>Q&amp;A Properties<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul>\n<li><b>UseCase Name<\/b><span style=\"font-weight: 400\"> \u2013<\/span><i><span style=\"font-weight: 400\"> Use Case Name<\/span><\/i><span style=\"font-weight: 400\"> or the <\/span><i><span style=\"font-weight: 400\">Primary Question<\/span><\/i><span style=\"font-weight: 400\"> is the question that customers typically use for their queries. For example, a customer looking for directions to a given outlet would ask \u2013 <\/span><i><span style=\"font-weight: 400\">How do I get to your outlet in South Beach?<\/span><\/i><\/li>\n<li><b>Alternate Utterances<\/b><span style=\"font-weight: 400\"> \u2013 You can improve matching the user\u2019s intent with the use case by adding alternate utterances like \u2013 <\/span><i><span style=\"font-weight: 400\">Where is your South Beach outlet?\u00a0<\/span><\/i><\/li>\n<li><b>Experiences<\/b><span style=\"font-weight: 400\"> \u2013 Experience is the response that customers receive. It is configured differently based on the interface used to reach a SmartAssist hosted contact center \u2013 Voice and\/or Chat.<\/span><\/li>\n<li><b>Chat Experience<\/b><span style=\"font-weight: 400\"> \u2013 This is the experience a customer receives when they reach SmartAssist over a chat medium such as a widget hosted on a website.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Q_A_%E2%80%93_Live_Board\"><\/span>Q&amp;A &#8211; Live Board<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/QandA_Live.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4054\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/QandA_Live.png\" alt=\"\" width=\"729\" height=\"150\" \/><\/a><\/p>\n<p>The fields displayed in the table view are as follows:<\/p>\n<table width=\"601\">\n<tbody>\n<tr>\n<td width=\"208\"><strong>Field<\/strong><\/td>\n<td width=\"393\"><strong>Description<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"208\">Use Case<\/td>\n<td width=\"393\">The name of the use case.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\">Category<\/td>\n<td width=\"393\">The question category for the given use case.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\">Calls\/Chats<\/td>\n<td width=\"393\">Displays the configure button to define the call and chat experience responses for Q&amp;A.<\/td>\n<\/tr>\n<tr>\n<td width=\"208\">Status<\/td>\n<td width=\"393\">Displays the status \u2018Published\u2019 if the Q&amp;A has been published otherwise displays \u2018In Development.\u2019<\/td>\n<\/tr>\n<tr>\n<td width=\"208\">Action icon and menu<\/td>\n<td width=\"393\">Click the ellipsis in each row to view the action menu. The <em>Delete<\/em>\u2019 icon deletes the Q&amp;A entry.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><span class=\"ez-toc-section\" id=\"Add_New_Q_A_Use_Case\"><\/span>Add New Q&amp;A Use Case<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>If you want to configure the responses under call and chat experiences for a new <strong>Questions &amp; Answers<\/strong> use case, follow these steps:<\/p>\n<ol>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Navigate to <\/span><b>Configuration <\/b><span style=\"font-weight: 400\">and click the <\/span><b>Use Cases <\/b><span style=\"font-weight: 400\">in the left menu bar.<\/span><\/li>\n<li style=\"font-weight: 400\">On the Use Cases page, <strong>Default Automation Bot<\/strong> in the drop-down and <strong>Questions &amp; Answers<\/strong> tab are by default selected. \u00a0You can select a different bot if required.<\/li>\n<\/ol>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/qA1-2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4624\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/qA1-2.png\" alt=\"\" width=\"521\" height=\"191\" \/><\/a><\/p>\n<p>3. Click <strong>+ New Use Case<\/strong> button.<\/p>\n<p><a ref=\"magnificPopup\" href=\"\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/QA2-2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4627\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/QA2-2.png\" alt=\"\" width=\"567\" height=\"119\" \/><br \/>\n<\/a><\/p>\n<p>4. <span style=\"font-weight: 400\">The <\/span><b>New Use Case<\/b><span style=\"font-weight: 400\"> panel is displayed and the tab <\/span><b>General Setup<\/b><span style=\"font-weight: 400\"> is selected by default.<\/span><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/UseCase3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4630\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/UseCase3.png\" alt=\"\" width=\"504\" height=\"380\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400\">5. Enter <\/span><b>Use Case Name<\/b><span style=\"font-weight: 400\">, select <\/span><b>Category, <\/b><span style=\"font-weight: 400\">and enter user <\/span><b>Utterances<\/b><span style=\"font-weight: 400\">. Click <\/span><b>Save <\/b><span style=\"font-weight: 400\">to save the Use Case.<\/span><\/p>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><b>Note<\/b>: In the Category field, enter a category or select a category from the list. This helps you organize the Q&amp;As for easy management.\u00a0<\/p>\n<\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/UseCase4.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4621\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/UseCase4.png\" alt=\"\" width=\"613\" height=\"146\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400\">6. Click <\/span><b>+ Add Another<\/b><span style=\"font-weight: 400\"> to add new utterances or search and add existing <\/span><b>Utterances<\/b><span style=\"font-weight: 400\">.\u00a0<\/span><\/p>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><b>Note<\/b>: If you want to delete any utterance click the Delete icon provided next to the utterance.<\/p>\n<\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Configure_Question_Answers\"><\/span><span style=\"font-weight: 400\">Configure Question &amp; Answers<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">After you add use cases, you can complete the configuration under <\/span><b>Call Experience<\/b><span style=\"font-weight: 400\"> and <\/span><b>Chat Experience<\/b><span style=\"font-weight: 400\"> tabs (see the preceding image) or you can save the use case and click <\/span><b>Configure <\/b><span style=\"font-weight: 400\">in the <\/span><b>Calls <\/b><span style=\"font-weight: 400\">and <\/span><b>Chats <\/b><span style=\"font-weight: 400\">columns.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\"><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Usecase5.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4633\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Usecase5.png\" alt=\"\" width=\"636\" height=\"89\" \/><br \/>\n<\/a><\/span><\/p>\n<p>To configure a Q&amp;A, perform the following steps:<\/p>\n<ol>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">On the <\/span><b>Use Cases <\/b><span style=\"font-weight: 400\">page<\/span><b>, <\/b><span style=\"font-weight: 400\">under the <\/span><b>Questions &amp; Answers<\/b><span style=\"font-weight: 400\"> tab, you can find the list of questions added.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">For <\/span><b>Call Experience<\/b><span style=\"font-weight: 400\">, click the <\/span><b>Configure<\/b><span style=\"font-weight: 400\"> link under the <\/span><b>Call Experience <\/b><span style=\"font-weight: 400\">column and enter the <\/span><b>Response<\/b><span style=\"font-weight: 400\"> that users hear during a call.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400\"><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Usecase6.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4636\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/Usecase6.png\" alt=\"\" width=\"495\" height=\"422\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400\">3. Click <\/span><b>+<\/b> <b>Add Another<\/b><span style=\"font-weight: 400\"> if you want to add one more response.<\/span><\/p>\n<p><span style=\"font-weight: 400\">4. Click <\/span><b>Save<\/b><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><span style=\"font-weight: 400\">5. For <\/span><b>Chat Experience<\/b><span style=\"font-weight: 400\">, click the <\/span><b>Configure<\/b><span style=\"font-weight: 400\"> link under the <\/span><b>Chat Experience <\/b><span style=\"font-weight: 400\">column and enter the <\/span><b>Response<\/b><span style=\"font-weight: 400\"> that the user receives over the chat interface.<\/span><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/UseCase7.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4639\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/UseCase7.png\" alt=\"\" width=\"521\" height=\"431\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400\">6. Click<\/span><b> + Add Another<\/b><span style=\"font-weight: 400\"> if you want to add one more response.<\/span><\/p>\n<p><span style=\"font-weight: 400\">7. Click <\/span><b>Save<\/b><span style=\"font-weight: 400\">. On clicking Save UseCase is successfully updated.\u00a0<\/span><\/p>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p>Note: For Call Experience or Chat Experience at least one response is mandatory. If more than one response is available, the Delete icon is enabled. You can delete a response if required. System randomly selects the response to be displayed to the user.<\/p>\n<\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h3><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/UseCase8.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4642\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/UseCase8.png\" alt=\"\" width=\"482\" height=\"394\" \/><\/a><\/h3>\n<h3><span class=\"ez-toc-section\" id=\"Manage_Utterances_and_Category\"><\/span>Manage Utterances and Category<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>1. The number of utterances available for a Q&amp;A entry are displayed under <strong>Utterances<\/strong> (see the following image).<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/ManageUtterances1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4648\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/ManageUtterances1.png\" alt=\"\" width=\"438\" height=\"362\" \/><br \/>\n<\/a><\/p>\n<p>2. To add alternative new utterance, \u00a0click <strong>+ Add Another <\/strong>button.<\/p>\n<p>3. Click <b>Save<\/b>. The utterance gets added to the Q &amp; A.<\/p>\n<p>4. You can search the utterances and also delete using the delete icon available for the Utterances.<\/p>\n<p>5. Using <b>Category <\/b>drop-down, you can update the category.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Additional_Features\"><\/span>Additional Features<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><b>\u00a0<\/b><span style=\"font-weight: 400\">In the Q&amp;As list view page, you can perform more actions as follows:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400\">Use the <\/span><b>Group by<\/b><span style=\"font-weight: 400\"> drop-down to arrange questions into groups based on <\/span><b><i>Category<\/i><\/b> <span style=\"font-weight: 400\">or <\/span><b><i>Status <\/i><\/b><i><span style=\"font-weight: 400\">(In Development\/Published).<\/span><\/i><span style=\"font-weight: 400\"><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/QANDA.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4651\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/QANDA.png\" alt=\"\" width=\"503\" height=\"129\" \/><br \/>\n<\/a><\/span><\/li>\n<li><span style=\"font-weight: 400\">Use the <\/span><b>Search<\/b><span style=\"font-weight: 400\"> option to use matching words and search for a specific question.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Click on any Question to modify the settings.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">If you want to delete the question, click the <\/span><b>more<\/b><span style=\"font-weight: 400\"> (vertical ellipsis) icon for the <\/span><b>Delete <\/b><span style=\"font-weight: 400\">option.<\/span><\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"Questions &amp; Answers (Q&amp;A) \u00a0are used\u00a0 in scenarios where user queries are answered by a single response over Voice and\/or Chat. They are used to configure simple queries like business working hours or contact details. The behavior is defined differently for voice and text modes. You can configure frequently asked questions and answers and SmartAssist...","protected":false},"author":23,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/88"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/comments?post=88"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/88\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/media?parent=88"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/categories?post=88"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/tags?post=88"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}