Comment on page
Subjects
As real conversations always entail subjects to cover, Mind Expression enables human-like communication with Subjects. A Subject is what it matters to the customer consisting of Components and its associated actions as well as a response message. 4 types of Subjects help you achieve different session goals: Q&A, Info Search, Query Freestyle, and Diagnosis.
For each Subject, the conversation is built in full natural language text, such as "I have an internet problem." or "I want to check my payment history." Except for the Q&A type Subjects, Components are required to define the conversational structures of the Subject.
Q&A Type
The Q&A Subject assists in providing a pre-defined answer to a question. It is suitable for simple Q&As that consist of a pair of a question and an answer. It helps you answer questions a customer has or find specific information from your database. You can give pre-written answers or have a webhook to find an individual's personal data.
An example flow of the "Mind AI Q&A" Subject would look like this.
The session starts with a query statement: "What is Mind AI?"Show response: "Mind AI is an AI startup headquartered in Seoul, South Korea."
Subject Building Process
- 1.Define what is being searched for.
- 2.Lookup a pre-written answer or query system.
- 3.Show response.
The Info Search Subject assists in efficient information retrieval. It is suitable for advanced information search that requires further checking processes with the customer, system, or both. It helps you answer questions a customer has, or to find specific information from your database. You can give pre-written answers or have a webhook to find an individual's personal data.
An example flow of the "Data Usage" Subject would look like this.
The session starts with a query statement: "How much data have I used on my account?"Check with the customer: "For what month?"Show response: "For May: Voice 40 mins from total 300 mins, Data 3.2 GB from total 10 GB."
Subject Building Process
- 1.Define what is being searched for.
- 2.Add Components.
- 3.Look up a pre-written answer or query system.
- 4.Show response.
The Query Freestyle Subject helps you take care of customer queries that are more complex to process than simple information retrieval or Q&A handling. It takes care of particular customer requests, it answers questions that a customer might have or finds specific information from your database. You can give pre-written answers or have a webhook to find an individual's personal data. An example flow of the "Change Plan Pack" Subject would look like this.
The session starts with a query statement: "I want to change my mobile plan package."Check with the customer: "Which package would you like to change to? 1. 5G Unlimited Data, 2. 5G Data 6GB, 3. 5G Data 4GB."Confirm with the customer: "This is the detail of the 5G Unlimited Data package. Features: 5G Nationwide, 4G LTE data, Perks: Disney+, Hulu, Apple Music for 3 months. Is it correct?"Show response: "Your package has been confirmed. Thank you."
Subject Building Process
- 1.Define what is being searched for.
- 2.Add Components.
- 3.Look up a pre-written answer or query system.
- 4.Show response or confirm.
The Diagnosis Subject assists in diagnosing problems and providing solutions to the customers by handling subordinate issues to resolve the main problem. The Subject can be used when there are parts to check which can determine what and where the problem lies, and in diagnosing the exact cause of the disruption, to solve the problem as a whole. The goal of the Diagnosis Subject is to guide the customer to the desired result of the Subject. An example flow of the "Internet Problem" Subject would look like this.
The session starts with a problem statement: "My internet is not working."Check with the customer: "To check if your router is working, make sure that all the LEDs are blinking or steady green. Are the LED lights green?"Solve with the customer: "On the new router, there is a reset button on the bottom. Please press it and wait 30 secs. Are the LED lights green now?"Validate result with the customer: "Does the internet work now?"
Subject Building Process
- 1.Define the problem.
- 2.Add Components.
- 3.Check Diagnostic Conditions with the customer or system.
- 4.Solve or/and Validate Result for Conditions.
- 5.Validate result for the Subject.
The inputs required to add a Subject are determined by the Subject types as they are supposed to accomplish different conversation goals.
- Subject Name
- Query StatementAn expected query from your customer
- Additional Statement to Recognize (Optional)Statements which may be related to the original query statement or have the same response and can be used to trigger the subject.
- Subject Name
- Problem StatementAn expected statement of the problem from your customer
- Desired ResultA resolution goal of the problem
- Additional Query Statement to Recognize (Optional)Statements which may be related to the original query statement or have the same response and can be used to trigger the subject.
Edit Subjects
You can edit the Subject details. The details you can edit are determined by the Subject types as they are supposed to accomplish different conversation goals.
To delete a Subject, open the more actions menu and click Delete. Be aware that by deleting a Subject, all associated data will be permanently deleted and the action cannot be undone.
Additional Statements to Recognize
Point Ontologies are used as additional statements that can trigger the subject. The added points may or may not have the same meaning as the original query statement and are used to trigger the subject using statements that are still related to the subject's response.
You can manage how the session will terminate.
You can turn the restart closing message on and off at the Subject level. When the Restart toggle is on, the restart message will be displayed before terminating a session.
You can turn the ending closing message on and off at the Subject level. When the Ending toggle is on, the ending message will be displayed in case of successful session termination.
To learn more about how to customize closing messages, see How-to Guides: Customize messages.
Publish your Subject to deploy all Subject settings.
Click the Publish button located on the right side of the header to publish your Subject. If there is an error or a warning, the cases will be displayed with the reasons and the solutions.
When publishing the Subject, if there are any error or warning cases, the cases will stack up in Errors / Warnings.
- Error CasesThe Subject will not be published and it requires an immediate follow-up action.
- Warning CasesThe Subject will be published but a certain state will not be reached.
Last modified 11mo ago