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What is the Concierge Bot search functionality?

The Concierge Bot Search functionality allows a Concierge Bot to search device- or software-specific Knowledge Bots based on a user’s text input. The Concierge Bot will display search results to the user in the form of clickable buttons, allowing them to access answers from the Knowledge Bots.

How do I set up the search environment?

  1. Open your Concierge Bot and select Bot profile button (Bot Profile).
  2. Scroll down to the Searchable Bots field.
  3. Specify globally mapped Knowledge Bots to include in a Concierge Bot’s search functionality. NOTE: Any Knowledge Bots or Knowledge Base Articles in Relay that are assigned to the same Org as the Concierge Bot will automatically be included in the Concierge Bot’s search. This drop-down list is only intended to add globally mapped bots that are not assigned to the same Org as the Concierge Bot.

Relay Concierge Search 2

How do I configure the search within the Concierge Bot topics?

NOTE: You can customize the text and responses associated with each of the Search Topics shown below.

  1. Add a response to a topic within the Concierge Bot with a Minimum Words validator and a Minimum Word Count of 1 (see screenshot below). Set this response to go to one of the ‘Perform Custom Search…’ topics. NOTE: You need to do this for each topic in which you want the user to be able to invoke this Concierge Bot search feature.
    1. Perform Custom Search, KB Only: Causes the Concierge Bot to only search Knowledge Base articles in Relay that are assigned to the same Org as the Concierge Bot.
    2. Perform Custom Search, Topics Only: Causes the Concierge Bot to only search Knowledge Bots that are assigned to the same Org as the Concierge Bot OR added to the Searchable Bots drop-down list highlighted in the section above.
    3. Perform Custom Search, KB & Topics: Causes the Concierge Bot to search both Knowledge Bots and Knowledge Base articles that match the conditions specified in the two topics above.

Relay Concierge Search 3

How do I customize the search functionality?

  1. ‘Custom Search Results Listing…’: this is the topic that displays search results to the user. You can customize the text and add/delete response buttons. Make sure any default response buttons are properly configured and routing to the right topics.
  2. ‘Custom Search, Result Clicked…’: this is the topic that displays the selected search result from step 1 to the user. You can customize the text and add/delete response buttons. Make sure any default response buttons are properly configured and routing to the right topics.
  3. ‘Custom Search Not Working….’: this is the topic that displays an error message to the user if the Concierge Bot Search fails. You can customize the text and add/delete response buttons. Make sure any default response buttons are properly configured and routing to the right topics.
  4. ‘Custom Search, Too Many Results…’: this is the topic that displays when the number of search results surpasses the defined threshold. See the next section on how to set up the search threshold. You can customize the text and add/delete response buttons. Make sure any default response buttons are properly configured and routing to the right topics.
  5. ‘Custom Search Ask for Input…’: this is the topic that displays when the user elects to add more details to their search after the initial number of search results surpasses the defined threshold. See the next section on how to set up the search threshold. You can customize the text and add/delete response buttons. Make sure any default response buttons are properly configured and routing to the right topics.

How do I configure the search criteria for the Concierge Bot?

  1. Go back to the Bot Profile panel and scroll down to the Code Configuration section until you find the fields shown in the screenshot below.
  2. In the ‘Search Results To Display / Clarify Threshold’ field specify the threshold that once surpassed, invokes the ‘Custom Search, Too Many Results…’ topic indicated above. This will give the user an opportunity to refine their search in an attempt to get fewer search results.
  3. Set the ‘Search Score Clarifying Multiplier‘ to a value of your choosing. Each time the user elects to clarify/redefine their search the minimum match score needed for a search result to be displayed is increased by adding the result of multiplying this value by the ‘Search Score Minimum’ field below it.
  4. Set the ‘Search Score Minimum’ to a value of your choosing. This determines the initial minimum match score needed for a search result to be displayed. If the user elects to clarify/redefine their search then the minimum score needed for a search result to be displayed will increase by adding the result of multiplying this value by the ‘Search Score Clarifying Multiplier’ in the field above it. EXAMPLE: In the example below, the initial Search Score Minimum is 10. If the user elects to clarify/redefine their search then the Search Score Minimum will increase to 20 (10 + 10 x 1) for the second redefined search attempt.

Relay Agent Assist Bot 4

How do I use the search functionality in Connect/webConnect?

  1. Navigate to the topic where you set the ‘Perform Custom Search, KB & Topics’ response. You can now begin your search using text input.
  2. Enter the search terms.
  3. ‘Custom Search Results Listing, KB & Topics’ is invoked, displaying button with search results and other actions.

Relay Concierge Search 4

 

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