VA Topic Mapping to Intent even if It Should Not ..

[rpriyadarshy]

Hi All

We have a Situation where - We expect a Given Topic should not be Shown in VA but Its Showing. 

Example - User Wrote : Bitlocker Recovery ... VA showing Topic Named - Password Reset..

When Checked NLU Logs we see INTENT is there and also Entity with Value SOFTWARE with .99 Confidence Score...

SAMPLE LOGS

{
"utterance": "Bitlocker recovery",
"results": [

"scored_intents": [
{
"id": "Password Reset",
"name": "Password Reset",
"confidence": "0.8976258",
"prediction_quality": "HIGH"
}
],
"scored_entities": [
{
"id": "SOFTWARE",
"name": "SOFTWARE",
"value": "Bitlocker",
"normalization": "Bitlocker",
"confidence": "0.9999877",
"prediction_quality": "HIGH"
}

We do not expect this TOPIC to come Chat Bot. Since Playing with SYSTEM ENTITY may have some diverse impact. Please guide me with Some Solutions on this.

Regards

RP

[MaxMixali]

I hope that can help

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[MaxMixali]

I hope that can help better

Add “Negative Utterances” to the Password Reset intent (Recommended)

In NLU Model → Intent: Password Reset → Add these as NOT utterances:

bitlocker recovery

recover bitlocker key

bitlocker unlock

bitlocker encryption issue

bitlocker not opening

lost bitlocker key

help with bitlocker

[Lynda1 · Accepted solution]

This is going to sound strange, but this is what I discovered when our Virtual Agent gives the wrong topic to utterances.

I go to Expert Feedback Loop for VA

Select your model

Locate the intent that is getting picked up incorrectly - In your case the Password Reset

Look for any utterances related to Bitlocker

Select Mismatch - it will give you the option to select the proper intent.

Click Save feedback

[rpriyadarshy]

@Lynda1  in Utterances there is nothing Called BITLOCKER that's why its a concern for us.

How Much Improvement you saw when EXPERT FEEDBACK LOOP for VA Is Used in Your Environment?

Regards

RP