This section of the user guide is focused on testing your chatbot. To help you navigate the article we have broken it down into the following sections:


What is the Test my Bot feature?


It is important to test each question in the chatbot to better understand how you should update and customize the bot to your institution. The Test my Bot feature allows you to test questions within the chatbot to see how it will respond and if the question needs to be updated or added to your knowledge base. 


Who has access to the Test my Bot feature?

The Test my Bot feature is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

View
Edit/Create



For more information on user permissions, review the User Roles & Permissions article.


How do I use the Test my Bot feature?



The chatbot was built to speak to students, so test and customize it using student language instead of industry-based terms. (i.e., instead of testing “How is R2T4 calculated?”, test “Why was my aid returned?”)


  1. From the top-right of the admin’s homepage, select the Test My Bot button.
  2. The chatbot pops open and is fully interactive. Enter questions that you would like the chatbot to be able to answer, such as your top FAQs from your students and parents.

    1. Successful responses

      Examples of the chatbot functioning successfully as designed:
      • It answers the question correctly from the knowledge base.
      • It gives relevant suggestions.
      • It provides search results from your website that answers the question.

        When we set up your chatbot, our team creates an index of your website to identify relevant sections as they pertain to the type of chatbot purchased.  Similar to a textbook, the index serves to identify where key information by topic is located. 

    2. Responses that may need customization

      Responses may need to be edited if:                               

      • The chatbot does not know the answer also known as an IDK ("I Don't Know") to an applicable subject-related question.

        Add a new custom question with the correct answer by clicking the Add A Response button. Further details on custom questions, including best practices, are outlined in the Custom Question Best Practices article.   
      • The chatbot gives a response that you would like to customize.

        If the existing answer is not correct for any of your school’s departments or audiences, then the answer needs to be edited with the correct information.

        You will see an Edit Response button appear at the lower right corner of that interaction. 


      • The chatbot gives suggestions that do not help answer the question.

        Since the chatbot searches for knowledge base answers before providing suggestions, add a new custom question with the correct answer. 
      • The chatbot returns a website search result that does not contain the correct answer on that page.

    3. How to customize responses

For information on how to create or edit an existing response, review the Creating and Editing a Knowledge Base Question article.



Curious about how Ocelot uses Artificial Intelligence (AI) to return knowledge base responses? Review our AI Model document for details and FAQs!



Testing the IDK Response

                                                                

  • When the chatbot cannot provide a response to a user’s question/input, it will respond with an IDK (“I Don’t Know”) and ask if the user would like to contact the office. In order to test this function, ask the chatbot something it is not designed to answer. Our favorite is “What is a banana?” 
    • If the user says yes, the chatbot will ask for the applicable office.
    • Once an office is chosen, the chatbot will activate the IDK Response, which is either to:
      • Display the office contact information to the user (this is the default unless a chatbot - administrator changes the IDK behavior settings).
      • IDK intake form
        • The IDK intake form will ask the user for the following information:Name
          • Email
          • Phone
          • Anything else they would like to add
        • Once complete, a transcript of the entire conversation will be sent to the email you entered on the Behavior Settings page, followed by an offer for the user to download a copy of the chat transcript.


          For more information on the IDK settings, review the Navigating the Admin: Behavior Settings article.

Testing the Explore Feature

                                                                

The Explore feature provides additional options through the A.I. for the user to choose from every time a question is asked. Suggestions (possible helpful responses from the knowledge base), Videos (from the video portal that contains possible related content), and Links (pages from your website with possible related content) will display as options for most interactions:


For more information on the Explore feature, review the Explore Bar Links and Videos article.



Testing Multilingual Chatbots


If your chatbot is multilingual, the applicable languages can be accessed in two ways: 

  1. Select the globe icon at the top right corner 
  1. Start typing the applicable language into the chatbot and it will shift to that language’s mode.

Additional languages utilize a built-in translator, so there are no additional knowledge bases to maintain!


On the Interactions page, the conversation will appear in English when you select the conversation bubble to read the interaction. You can use the globe icon, to change it back to the native language. 


On the Transcripts page, the conversation will appear in English.




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