Topic Suggestions
What are Topic Suggestions?
Topic Suggestions are an extension to your chatbot that enables it to suggest topics that users could have possibly meant if Zowie does not recognize your user's question.
Why use Topic Suggestions?
Topic suggestions should be used because it increases the possibility of deflecting tickets, as it increases the chance that users will receive the answers that they are looking for.
Additionally, topic suggestions help Zowie's AI to learn your business, eventually increasing your Automation and Deflection Ratios by generating Recommendations to improve your Knowledge Base.
How to access Topic Suggestions
To access Topic Suggestions, click Automations > Topic Suggestion within the navigation panel.
Configuring Topic Suggestion
The Topic Suggestion configuration is a global setting that will be triggered whenever Zowie's chatbot doesn't recognize a question asked by a user. To configure it, simply fill out the relevant captions within the platform.
The Not sure message is what the bot will ask the user when it doesn't recognize the question asked, while presenting alternative topics.
The Choose topic CTA is what the bot will instruct the user to do when choosing if one of the suggested topics is more relevant to what the user asked.
Finally, the Other topic caption is what will show up below the list of three suggested topics, which the user can select if none are relevant.
The last step is to click the blue Save configuration button in the top right corner.
AttentionIf you have more than one Region defined, then you will see a switch to change the regional configuration of the content sent to the user.
