Answers
Chatbot components
Keywords

Keywords

Keywords are words and phrases that enable the chatbot to determine the next step in the flow. When the chatbot recognizes a predefined keyword in the end user's message, the chatbot directs the flow accordingly.

Keywords are especially important for keyword-driven chatbots.

Synonyms

When end users respond to your chatbot, they may not necessarily use the keywords. Instead, they may use variations or synonyms of the keywords. Example: Instead of using the predefined keyword 'reservation', the end user may say 'booking'.

So, instead of adding these variations and meanings as separate keywords, you can add them as synonyms to an existing keyword. Example: For the keyword 'reservation', you can add the following synonyms: reserve, book, booking, and reservation.

The chatbot takes the same action whether the end user's response contains the keyword or a synonym. So, you need to define the next step only for the keyword and not for each synonym.

Synonyms can include words, phrases, and emojis.

Synonyms are not case sensitive.

How keywords work

Identify words that you want end users to send to your chatbot and configure these words as keywords. Example: If you want end users to choose from a list of options, configure each of these options as a keyword. When the chatbot recognizes these keywords in the end user's message, the chatbot directs the flow accordingly.

Keyword matching works only if the end user's message contains either the keyword or its synonyms without any spelling errors or additional words.

The following example shows how to use keywords to direct the chatbot flow.

The keywords and their synonyms are defined.

Define keywords and synonyms

In the User Input element, the chatbot checks whether the end user's message matches these keywords, and directs the flow accordingly.

How to use keywords

The end user's message is 'Answers.' In the User Input element, this message matches the keyword 'Answers'. The chatbot directs the flow to the Answers dialog.

How to use keywords - Test in simulator

The end user's message is 'Chatbots.' The chatbot recognizes 'Chatbots' as a synonym for 'Answers'. So, the end user's message matches the keyword 'Answers'. The chatbot directs the flow to the Answers dialog.

Synonym matching

The end user's message is 'I want to know about Answers'. Keyword matching fails. The chatbot does not match the message with the keyword 'Answers' because the message contains additional words.

Keyword matching fails

The end user's message is 'Answres'. Keyword matching fails. The chatbot does not match the message with the keyword 'Answers' because the end user's message contains a spelling error.

Spelling error - keyword match fails

Keywords tab

The Keywords tab contains a list of keywords and their synonyms.

Keywords tab

Guidelines and best practices

  • You can create an unlimited number of keywords.
  • You must add a minimum of 1 synonym.
  • Add as many synonyms to a keyword as possible. The more the number of synonyms, the higher the probability for the chatbot to take the right action.
  • Do not use the same word as a keyword and as an escape phrase. If you do, the chatbot might not take the expected action. Example: You use Exit as a keyword in a User Input element and as an escape phrase. When the end user replies Exit to the User Input element, instead of taking action for the keyword, the chatbot might take action for the escape phrase.

How to

Create a keyword

You can create a keyword either from the Keywords tab or through a chatbot element.

From the Keywords tab

  1. On the Infobip web interface (opens in a new tab), go to Answers > Chatbots and navigate to your chatbot.
  2. Go to the Keywords tab.
  3. Click Add keyword.
  4. In the Keyword field, enter a keyword. Example: reservation
  5. In the Synonyms field, add variations and synonyms of the keyword. Example: reservation, reserve, booking, and book.
Create a keyword

From a chatbot element

Some chatbot elements enable you to create keywords within a dialog. Example: User input.

Create a keyword from a chatbot element

After you create the keyword, do the following:

  1. Go to the Keywords tab.
  2. In the Synonyms field for the keyword, add variations and synonyms of the keyword. Example: reservation, reserve, booking, and book.

Edit or delete a keyword

Click the menu against a keyword and choose the relevant action.

Edit or delete a keyword

Add synonyms to a keyword

  1. On the Infobip web interface (opens in a new tab), go to Answers > Chatbots and navigate to your chatbot.
  2. Go to the Keywords tab and identify the keyword for which you want to add synonyms.
  3. In the Synonyms field, add the synonyms. Example: reservation, reserve, booking, and book.
Create a keyword

Troubleshooting

At least 1 synonym should be defined

You have not added any synonyms to a keyword. You must add a minimum of 1 synonym to each keyword.

Missing synonym

Tutorials

Refer to the sample rule-based chatbot to understand how to use keywords.

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