This documentation supports the 20.02 version of BMC Helix Chatbot.To view the documentation for the current version, select 20.08 from the Product version menu.

Leveraging machine learning metrics to improve chatbot predictability

BMC Helix Platform Cognitive Service provides chatbot capabilities for an application so that the chatbot correctly responds to queries by end users, understands the chat context, and performs tasks on behalf of the end users. You must train IBM Watson Assistant to work with your data by creating intents, entities, and dialog in IBM Watson Assistant (that serve as training data for chatbot). Before implementing the intents, entities, and dialog, you can test the accuracy of BMC Helix Chatbot to ensure that the chatbot correctly understands the user intent and correctly auto-categorizes the service requests. After testing the data sets, the test results provide the exact problem area when the chatbot does not respond as desired, so that you can rectify the chatbot training data. The tests are particularly important when you are implementing a new training data set or if you have made major changes to the data set.

Benefits of testing BMC Helix Chatbot

Testing BMC Helix Chatbot has the following benefits:

  • Helps to evaluate the chatbot on the basis of standard machine learning algorithms. 
  • Helps identify the exact area of problem so that you can rectify the data sets to improve the performance of BMC Helix Chatbot.
  • Provides a history of the test results. 

Test metrics provided after testing BMC Helix Chatbot

You can test BMC Helix Chatbot to get the following test metrics:

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Higher precision and recall indicate higher viability of the data sets. For more information about how test metrics are calculated, see FAQs and additional resources.

Additional information about machine learning metrics

The following blogs provide more information about machine learning metrics and macro versus micro average of precision. BMC does not endorse the information in these external links. This information provided in these links should be used for reference purposes only.

Scenario of testing BMC Helix Chatbot

Scenario: An organization uses BMC Helix Chatbot to create service requests on behalf of the end user. The administrator has created intents, entities, and dialogs in IBM Watson Assistant, so that when when an end user chats and requests to increase RAM in the laptop, the chatbot categorizes the user's intent and creates a service request on behalf of the user. These intents, entities, and dialogs serve as training data for BMC Helix Chatbot. You want to test whether the data set correctly understands the users' intent. 

Example of test data: You must create a CSV file of test data with examples of natural-language texts and the user's intent in the text.  This test data set is used to check whether variations of the natural language dialog such as apply for vacation, need time-off, and so on are recognized as PTO requests. 

Example of test results: The test results CSV file shows that the variation need time-off is incorrectly recognized as Show time card. You can add more entities of this variation in  IBM Watson Assistant. You can also evaluate the score of each test metrics.

Where to go from here

Testing-the-chatbot-training-data-to-improve-predictability

Related topic

Leveraging machine learning metrics to improve cognitive service data sets


 

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