Engati - User Guide
Generative AI

Show Related Matches (SRM): Implementation Guide

6min

 Overview  

The Show Related Matches (SRM) feature enhances the bot's interactivity by displaying related queries as options whenever a user interacts with the bot. This is particularly useful for FAQs, helping users refine their queries or discover relevant questions.Enabling this would show top matches from the training set based on the user’s query/statement and not just the best match. Users would be able to select the query to proceed.

Benefits  

  1. Assists Users: Guides users in formulating their questions effectively.  
  2. Reduces Typing: Allows users to select from suggestions rather than typing their queries.
  3. Inspires Inquiries: Demonstrates the types of questions users can ask.  
  4. Improves User Experience: If the bot lacks an exact response, it shows relevant suggested queries from the user's chat history instead of a default fallback message.  
  5. Increased Engagement: Encourages users to interact further with the bot by suggesting related options.  

Prerequisites  

To enable SRM:  

  1. Ensure the eSense GPT connection is active.  
  2. Enable the Text and Flow Path options.  
  3. Verify that FAQ responses with Gen-AI are enabled. This is enabled by default for Gen-AI bots but must not be disabled.  

 Attributes Required for SRM  

  1. llm_faq_default_answer (Boolean)
    1. Purpose: Indicates if there is a semantic match for the user's query in the FAQ.
    2. Function: Confirms if an exact or close match exists for the query.
  2. questions_to_show (Array)
    1. Purpose: Stores related queries to be displayed as suggestions.
    2. Function: Provides the user with a list of related queries to select from.

 Implementation Steps

Default Text and Flow Path Design:

  • Define the default options for related matches in the bot’s decision-making flow.  
  • Implement custom scripts and decisions to dynamically display related queries.

 Decisions and Scripts  

  1. Counter_decision
    1. Purpose: Determines the flow path based on the query count. 
    2. Logic:
      1. If `counter_check > 2`: Flow proceeds to the nudge path. 
      2. If `counter_check ≤ 2`: Flow continues as usual. 
  2. Are there any related matched questions decision 
    1. Purpose: Verify whether related questions are available to display. 
    2. Logic: 
      1. If `true`: Flow shows related questions. 
      2. If `false`: Flow moves to the nudge path. 
  3. llm_faq_default_answer decision
    1. Purpose: Confirms if related matches exist when an FAQ answer isn't available. 
    2. Logic:
      1. If `true`: Related matches exist, even without an FAQ answer.
      2. If `false`: Indicates related matches with an FAQ answer. 
  4. Default Options Script  
    1. Purpose: Displays fallback options based on the user’s query history. 
  5. Show Related Matches Script 
    1. Purpose: Displays related matches as selectable options. 
Document image


 Customizable Elements  

  1. SMO Title:
    1. Can be modified directly in the script. 
  2. Prompt Message: 
    1. Default message (“Did you mean any of the following?”) can only be changed via backend configuration. 
    2. Document image
      

If you face any issues or queries please reach out to us at [email protected] 

Updated 10 Jan 2025
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