Train your chatbot

Agnieszka Dudziak
Agnieszka Dudziak
4 min read
updated: May 23, 2024

​​Train your chatbot to give users a better experience.

Check out this video tutorial to see how to train the bot seamlessly in a few clicks.
Check out this video tutorial to see how to train the bot seamlessly in a few clicks.

The AI TrainingLink icon

The AI Training module is located at the top left of your screen, in the main view of your chatbot. You can use it to train your chatbot. This section will be empty if you are just starting with the bot training.

The AI Training section collects all messages from your customers along with the answers provided by the bot. You can find there the General and custom categories and sections added by default: 

  • Unmatched

  • Answered by AI 

  • Spam

The All categories viewLink icon

This view collects all phrases added to any category. You can add phrases manually anytime by clicking the + Add phrase button.

The General category shows all questions with answers that do not have their category. You can use it for all basic questions and answers and create new categories for more specific questions. 

You can select the phrases in bulk, filter them, sort by newest or oldest, change their category, add them to spam, or delete them.

You can add a new category with the + Add new button in the left-side menu. The newly created category will be displayed at the bottom of the categories list.
You can add a new category with the + Add new button in the left-side menu. The newly created category will be displayed at the bottom of the categories list.

The Unmatched sectionLink icon

In this section, you will find all the user messages your ChatBot couldn’t answer. This allows you to review and train all the unmatched queries that have been responded to with the fallback interaction.

You can easily manage the phrases by selecting, filtering, sorting, adding to categories in bulk, adding to spam, or deleting. You can also see how many times the query occurred in chats.

The Answered by AI sectionLink icon

In this section, you can view and edit answers generated by AI Assist.

AI Assist is a block that uses our in-house AI model to provide dynamic responses to the end users based on the data trained from the initial source (website URL, Zendesk help center, KnowledgeBase help center, articles).
AI Assist is a block that uses our in-house AI model to provide dynamic responses to the end users based on the data trained from the initial source (website URL, Zendesk help center, KnowledgeBase help center, articles).

To use this section effectively, view and edit answers, improve responses, and add category entries. These steps can refine the AI’s responses and enhance its performance over time.

To fine-tune AI-generated responses, browse through them and click on a specific entry to edit it.

You can edit the bot’s answer to improve its accuracy and add the edited entry to a selected category in the Training section. This ensures your AI model uses these responses in their exact form in the future and helps organize them effectively.

The Spam sectionLink icon

This section collects all the queries visitors might send that are unrelated to your business. When added to the Spam section, the query will never reappear in the Unmatched section, and the bot will respond with a Fallback message.

If you’d like to send a different message than Fallback to a query marked as spam, you need to train the query to one of the available categories and provide an answer.
If you’d like to send a different message than Fallback to a query marked as spam, you need to train the query to one of the available categories and provide an answer.

You can select the phrases in bulk, filter them, sort by newest or oldest, change their category, or delete them. You can also see how many times the phrases occurred in the chats.

Managing user queriesLink icon

In a single-question view, you see a question and provide an answer. You can answer the questions individually or use multiple questions for a single answer. You can add them to a category directly from here and use the Go to block function.

The Go to block function allows you to redirect the chat based on the user’s query. You can choose the block from the list or use the search tool to find the correct block. After the user sends the question, the bot responds with a provided answer and redirects the conversation to the selected block.

For the Go to block action to work correctly, you must add the query to a category before choosing the block from your bot.
For the Go to block action to work correctly, you must add the query to a category before choosing the block from your bot.

Remember that the more you train your chatbot, the better it gets.

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