For an NLP Chatbot, if both Generative Answers and Custom Answers are enabled, you can use the Ask AI a question action when editing the Chatbot’s answer flow.
- Generative answers are generated by the Chatbot through deep learning and analysis of the extensive information sources you provide.
- Custom answers are pre-defined responses that the Chatbot sends for a visitor's specific questions. You need to set up the questions and corresponding answers for the Chatbot.
When Generative Answers and Custom Answers are both enabled, the Chatbot uses Custom Answers as a first choice to answer visitors’ questions, and it only provides generative answers when it cannot provide a High confidence answer using custom answers.
- The Chatbot provides an answer in the following order of priority: High confidence answer, Generative answer, Possible answer, No answer. How the Chatbot identifies a high confidence answer, possible answer or no answer depends on its sensitivity settings. To learn more about Chatbot sensitivity, see this article.
- To learn more about generative answers, see this article.
- To learn more about custom answers, see this article.
Using generative answers allows the Chatbot to use a vast range of resources, and custom answers allow the Chatbot to react exactly according to the answer flow you defined. The Ask AI a Question action allows you to combine the benefits of both. You can use the answer generated by AI as part of the chatbot's action flow when editing an intent.
When adding the Ask AI a question action, you need to input the question for the Chatbot to answer, and define the next action for cases when it can find an answer, and cannot find an answer.
- When the Chatbot can find an answer, it will provide the generative answer, and then perform the next action you defined.
- When the Chatbot cannot find an answer, it will perform the next action you defined directly.