Use unrecognized requests to get action recommendations

Viewing groups of unrecognized requests

You can view groups of unrecognized requests for the draft or live environment. IBM® watsonx™ Assistant generates groups of similar unrecognized requests from the last 30 days so that you can decide whether to add the requests as example phrases to a new action.

The algorithm that generates groups considers several factors in creating the groups:

• Unrecognized requests that have fewer than 2 or more than 35 significant words are removed from consideration. Common words such as my or is, or punctuation such as ?, are not considered significant. Phrases that are too short or too long are usually not effective as example training phrases for your assistant.
• The unrecognized requests are compared to the latest version of your actions so that requests that would no longer be unrecognized with your latest actions version are filtered out.
• Groups for which the request count is less than 10 are excluded. But if this might result in less than 5 groups, the algorithm tries to produce groups that include more than 5 request counts until a total of 5 groups are produced.
• If you have a small volume of data, the algorithm allows examples closer to the existing training data for grouping.

As a result of the algorithm:

• A list of groups might not always appear
• The groups might not include all unrecognized requests that you see on the Conversations page

Several events cause your groups to be refreshed by using the latest data:

• The first time that you visit the Recognition page for a specific environment, watsonx Assistant generates groups
• If it has been at least 1 day since the groups were last generated, or if you edit your actions in your draft environment, the groups are refreshed when you return to the Recognition page
• You can refresh the groups by using the Refresh icon

This table explains the details of the list of groups:

Creating actions from unrecognized requests

To create actions based on unrecognized requests:

1. Click a group to open its page. Each unrecognized request is listed individually.

   Unrecognized request group page

   Column	Description
   Unrecognized requests	Verbatim requests from customer conversations
   Request count	The number of times the unrecognized request is included in this group
   Related actions	Existing actions that you might modify to address the unrecognized request

2. If watsonx Assistant identifies more similarities among the examples, you can click Grouped by similarity to further categorize the list.

   

   In a group named expense reimbursement application, requests might be further grouped by similarity. For example:

   • Problems logging in to or starting the expense reimbursement application
   • Issues with crashes of the expense reimbursement application
   • Requests for help or assistance with the expense reimbursement application

   These similarities can help you decide to add one or more actions that correspond to what you want to cover with your assistant, rather than adding all requests to a single action.

3. You can click to select unrecognized requests that you want to use as example phrases in a new action.

   

4. After you make your selections, click Create new action.

5. Enter a name for the action, or use the default, and then click Apply.

6. The action editor opens with each of the unrecognized requests that are included as an example phrase. You can now build an action to address these questions or issues.

   

Modifying existing actions

You can also use the unrecognized request groups to identify existing actions that you might want to modify. You can:

• Add unrecognized requests as example phrases to existing actions
• Move example phrases from existing actions and add them to any new actions you create based on unrecognized requests

If a group lists related actions, you might focus on modifying them to address the unrecognized request.

Downloading groups

You can download all group data or individual group data in a CSV file.

To download all group data, click the Download groups icon on the Recognition page.

To download data for an individual group, open the group, then click the Download group icon.

The CSV file includes this information:

Download group CSV file

Column	Description
Group	The name of the unrecognized requests group
Example	Each verbatim request in the group
Count	The number of times the unrecognized request is included in this group
Group Id	ID number for the group
Similarity Group Id	ID number for any further grouping by similarity, for example, 1, 2, and 3 if there are three similarity groups
Example Id	ID number for the example within the group or similarity group