Our software uses Natural Language Processing (NLP) technology, a field of Artificial Intelligence based on distance calculation and supervised learning.
The distance calculation method means that an algorithm directly calculates the distance between the user’s questions and the sentences in the knowledge base. The closer the user’s question is to a reference (same words/lemmas, in the same order or not), the higher the matching score. Read our article to find out more about matching scores.
Supervised learning here means that the action of a human, in this case the bot’s administrator, is required to ensure that the bot understands your users. We use supervised learning modules. These modules aim to help the bot administrator manage and improve the business knowledge articles by providing suggestions for improvements according to matching, suggestions for knowledge that is too close, quality alerts, audit reports, etc.