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Using Entities in Virtual Assistant
Answer ID 11318   |   Last Review Date 03/15/2021

How can I get better matches when using Virtual Assistant?

Environment:

Virtual Assistant, Chat
Oracle B2C Service

Resolution:

Oracle Virtual Assistant uses a natural learning language matching engine to determine which Intents to use when responding to an end-user question. The following list highlights areas that it can struggle:

  • words with non-standard spelling
  • acronyms
  • proper nouns (product names)
  • Language differences - i.e. Virtual Assistant is in Spanish, but an English word is included in the Intent. 

To resolve this, review the Intent matching in the Virtual Assistant Dashboard regularly. If the Intent includes any of the previous examples and are matching poorly with questions from end-users, it is recommended that you use Entities. Entities are Virtual Assistant's way of managing outliers that can cause poor performance from the matching engine.

To create an Entity, go to the Entity page by selecting the Entity tab on the Navigation Menu.

To include an Entity that has been created in an Intent, place the Entity in curly braces within the Intent. i.e. {Entity}

An example scenario:

  • A new Intent is created "How can I turn on my Hoopladee?"
  • The system presents the administrator with a "Question not understood" error.
  • Or the administrator successfully creates the Intent, but later notices poor matching for end-user questions regarding the Hoopladee.
  • Create an Entity for Hoopladee.
  • Add it to the desired Intent(s) by surrounding Hoopladee in curly braces, {Hoopladee}.
  • Test and Publish the new/revised Intent(s).

Using the example of the Hoopladee, the Intent for Hoopladee could look like; "How can I turn on my {Hoopladee}?". This would provide better matching than the Intent "How can I turn on my Hoopladee?"

For more information regarding Oracle Virtual Assistant, please see answer What is Oracle Virtual Assistant?