After you've added your content and linked it to intents, tune the knowledge base for optimal performance. At a high-level, tuning involves:

  1. Performing a search using a consumer utterance.
  2. Reviewing the results.
  3. Adding or removing training phrases in the intents as needed.

To tune a knowledge base

  1. Open the knowledge base, and click Articles in the menu in the upper-left corner.
  2. In the Answer Tester on the right, specify the following:

    The default state of the Answer Tester

    • Question: Enter the consumer utterance for which you want to find matching articles.
    • Search mode: Select the type of search to perform.
    • Threshold: Select the confidence threshold that an article must meet for it to be returned as a result.
    • # of results: Select how many results to return.
    • Article status: Select the status of the artice, either Active, Inactive, or All. This option is only available for internal knowledge bases.
  3. Click Get Answers.
  4. Review the results under Matched Answers.

    The results of an example test using the Answer Tester

  5. You can click on an article title to see the article, and toggle between this and its JSON.

    The inital view of the matched answers The view of the Article tab after you select a result The view of the JSON tab after you select a result

  6. Based on the results, adjust the training phrases for the intents in the associated domain if needed.