Hey guys and gals,
I am trying to build a bot that should be used to help our Costumer Support by answering the simple questions, before people actually bother real humans So far we don’t have real user input but we have emails from users. Do you guys think it would make sense to:
a) scan the emails for usable questions that can be used for the intents b) send the emails to the chatbot to see if it gives a valid answer (or maybe send the emails sentence by sentence? Because emails can be multi threaded… What do y’all think?) c) use parts of the mails, that can not be answered to create an in-domain-but-out-of-scope question? Would that be usefull?
Furthermore I was also wondering, if there is a way to get a look behind the curtains, so to say? We observed, that in many cases the intent classification assigns some intent with a rather high confidence to texts that do not fit any intent, but are a bit longer. Is this expected behaviour? Would it be possible to kindof see the “weight” of certain words that might trigger this missclassification or do I simply need more data and hope for the best?
i hope to get some feedback If you need to know more info ,you need only ask ^^