Exercise 4 - Test the Network access request service from IBM Watson Assistant

After the service is published, the next step is to test the use case using a variation of utterances to determine if you will need to add additional Intent and/or Entity values.
Intent:
For this use case, the intent utterances for #networkAccessRequest were all re-evaluated and updated, given that a pattern pertaining to the type of network was identified.
Given that there are four network types for this use case and that these network types are part of the published entity @networkAccessRequest_whatTypeOfNetworkingHelpDoYouNeed, we can use this entity as part of the Intent utterances. For example:

• I need @networkAccessRequest_whatTypeOfNetworkingHelpDoYouNeed access
• I can't access @networkAccessRequest_whatTypeOfNetworkingHelpDoYouNeed

Where @networkAccessRequest_whatTypeOfNetworkingHelpDoYouNeed can be any one of the following four values, i.e. Firewall, LAN, WAN and VPN including their corresponding synonyms.
Note: For more information regarding the Intent #networkAccessRequest and the use of the new entity above within its values (or utterances), please review it by using your IBM Watson Assistant instance where this service has been published to as we have not documented every aspect here.
Entities:
In addition, the following entities were updated to include more synonyms to assist the Chatbot auto filling the answers to the following questions:

• @networkAccessRequest_whatTypeOfNetworkingHelpDoYouNeed
  • Entity Values:
    • Firewall; Synonyms: Firewall, fire wall
    • LAN; Synonyms: LAN, local area network, local area, local, corporate network
    • WAN; Synonyms: WAN, wide area network, wide area, wide, internet
    • VPN; Synonyms: VPN, virtual private network, virtual private, virtual

• @networkAccessRequest_whatIsTheNatureOfYourRequest
  • Entity Values:
    • I need something fixed; Synonyms: I need something fixed, cannot connect, can't connect, issue, problem, connection drops, error, not working, not accessible, cannot access, can't access, unable to connect, connection keeps dropping, cannot send, can't send, cannot receive, can't receive, keeps dropping connection
    • I need something new; Synonyms: I need something new, need access, request access, get access, would like access, want access, provide access

For version 20.02 there are four entities created by the publishing wizard. The two previously mentioned above and the following two entities mentioned below. (Note for version 20.08, we reused the existing BMC urgency and impact entities during the publishing activity and hence only the two entities mentioned above were created).
Here, we will use the entity values from the exiting entities, @bmcUrgency_whenDoYouWantThisToBeResolved in order to update the entity values for the corresponding published entity, @networkAccessRequest_whenDoYouWantThisToBeResolved and @bmcImpact_whoIsImpactedByThis in order to update the entity values for the corresponding published entity, @networkAccessRequest_whoIsImpactedByThis
The following describes how to achieve this:

1. Using IBM Watson Assistant export the entity @bmcUrgency_whenDoYouWantThisToBeResolved
2. Open the exported .csv file and replace all the entity name values with the published version of the entity name. For example, replace all "bmcUrgency_whenDoYouWantThisToBeResolved" with "networkAccessRequest_whenDoYouWantThisToBeResolved" Save the .csv file.
3. Delete the published entity @networkAccessRequest_whenDoYouWantThisToBeResolved, as we will be recreating it by using the updated .csv file.
4. Using IBM Watson Assistant import the updated .csv file. This will re-create the published entity with the updated entity values.
5. The same steps can be used for the published @networkAccessRequest_whoIsImpactedByThis entity using the values from the existing entity @bmcImpact_whoIsImpactedByThis

With the addition of the Intent values and leveraging the Impact and Urgency Entities, the chatbot is now better able to autofill the questions for this service.
For example, if users request, "I need access to virtual private network", the chatbot can autofill the first two questions.
This is possible because;

• The first question "What type of networking help do you need?" has "VPN" as one of its answers. This answer also has "virtual private network" as one of its synonym values.
• The second question "What is the nature of your request?" has "I need something new" as one of its answers. This answer also has "need access" as one of its synonym values.

These synonym values match the user's utterance as shown here; "I need access to virtual private network", allowing the Chatbot to find the answers to autofill these questions.
Dialog Nodes:
The parent node, BMC - Network Access Request and its child nodes, did not require any modifications after they were created by the publishing wizard.