What's New
Cloud Contact Center Terminology Update
QA Optimization
Feature Introduction
Log in to the management console, click Chatbot > Q&A Optimization in the left sidebar, and use this feature.
The platform uses the clustering ability of AI to analyze user questions' statistics and shows you the clustering issue groups of questions not hit in the last 30 days. You can quickly optimize your knowledge base here.
Notes:
If you need to use the QA optimization feature, please purchase the Advanced Edition smart customer service. For more details on fees, see Billing Overview.
Operation Guide
1. After selecting a time period, the list of optimizable Q&A below will show the questions that were not hit within the specified time range.
2. Clustered Question Group refers to the clustering center of a certain type of questions. Number of question asked indicates the total number of questions asked for this question group in the specified time period.
3. Unfold the clustered question group, and you can check the number of questions asked for other expressions of this question group in the specified time period.
4. Click Optimize immediately in the Operation column of the clustering question group. You can add this type of question as a new Q&A or a similar question associated with an existing Q&A.
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