Training

Identify and quickly train unrecognized user inputs in your NLX workspace

What's Training?

Training lists all user utterances that triggered an application's Unknown behavior because a user's intent, and therefore an appropriate flow, could not be identified. Training allows you to add unknown user messages to existing training data, refine existing training data to better adapt to user language, or to identify possible actions or flows your users require.

To manage training your NLP models, click Training in your workspace menu:

---

Unknown messages

The Unknown tab lists all utterances or inputs from users that were unrecognized and were unable to match to a flow with confidence.

Table of Unknown messages

Unknown messages are organized by the following:

• Text: The user input or utterance

• Sent: Date the input or utterance was made

• Confidence score: The confidence level of the NLP in matching the user's utterance

• Flow: The flow that the NLP routed the user to

• Trained flow: If trained, displays the flow the user input was added to

Unknown messages remain in the list, even if training has occurred. Trained messages appear with information under the Trained intent column.

---

Clusters

Clusters group user utterances semantically, providing you with a visual presentation of key topics commonly queried by your users. They can provide insight into the needs of users as well as opportunities for automation:

Please contact your customer success representative to enable this feature in your workspace, if currently unavailable.

Toggle between Table or Map view to change the visual presentation of captured clusters. Clusters provide the following information:

• Label: The semantic description provided to the cluster group (can be renamed by typing in the Label field in Table view)

• Phrases: The number of user inputs (with total percentage) that comprise the cluster

• Unknowns: The number of times the user input triggered the application's Unknown response
• Flows: The number of flows where user inputs matching the semantic cluster appeared

• Subclusters (only visible in Table view): The number of individual sub groups that comprise the cluster. Expand each cluster row to view

Hover over a row and select the Expand icon (in Table view) or select the card (in Map view) to view advanced details, including all flows and timestamp of phrases.

Notice associations between clusters? Easily merge clusters that you'd like grouped together. Simply select each cluster and choose the Merge option.

---

Filters

You may use any filter to narrow the results by Application, Flow, Region, Language, Start & End times, Channel, exact text (Search), and/or Confidence score. Results automatically update as filters are applied.

Filter fields of Training table

---

Flow recognition training

You may easily add an unknown user utterance as a training phrase to better train your application's AI model(s) when identifying customer intent and matching to the correct flow.

• Select Training from workspace menu > Click the checkbox to the right of the message you wish to train

• Choose Train flow link. You can select as many items as you'd like, but they will all be added to the same flow's training data

• Select a flow from the dropdown

• Select/deselect language(s) associated with the chosen flow

• Enter any phrase adjustments to alter the inputs (messages will otherwise be added to an flow's list of Training phrase as they appear)

• Click Confirm

Trained messages remain with information under the Trained flow column and as part of a flow's Training phrases.

Be sure to create a new build and re-deploy your application to experience any changes.