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Exercise 4 - Test the New mobile device 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, before looking at making updates to the Intent, #requestNewMobileDevice, we first create the following entity to represent the different "devices" that could be used in the Intent utterances. This is done as there is a pattern where most of the user's utterance use one or more variations for device names.

  • @requestNewMobileDevice_DeviceNames
    • Entity Values:
      • android; Synonyms: android, android phone, android mobile, android smartphone, android cell, android cell phone, android cellphone, android mobile device, android smart phone
      • cell; Synonyms: cell, cellphone, cell phone, cellular phone, cellular, 5G
      • iPhone; Synonyms: iphone, Apple, Samsung Galaxy, Google pixel, Kyocera, LG, Nokia, Motorola
      • mobile; Synonyms: mobile, mobile device, device, mobile phone
      • phone; Synonyms: phone, smartphone, smart phone, telephone

Now that we have created the following entities to represent the different "devices" we can update our original Intents to leverage these entities. The following Intents are created to replace the original Intents that were created from the publishing wizard.

  • Can I get a new @requestNewMobileDevice_DeviceNames
  • Can I order a new @requestNewMobileDevice_DeviceNames
  • Can I request a new @requestNewMobileDevice_DeviceNames
  • get new @requestNewMobileDevice_DeviceNames
  • How can I get a new@requestNewMobileDevice_DeviceNames
  • How can I order a new@requestNewMobileDevice_DeviceNames
  • How can I request a new@requestNewMobileDevice_DeviceNames
  • I need a new @requestNewMobileDevice_DeviceNames
  • I need to request new @requestNewMobileDevice_DeviceNames
  • I want a new @requestNewMobileDevice_DeviceNames
  • I want to request a new @requestNewMobileDevice_DeviceNames
  • I would like a new @requestNewMobileDevice_DeviceNames
  • I would like to order a new @requestNewMobileDevice_DeviceNames
  • I would like to request a new @requestNewMobileDevice_DeviceNames
  • need a new @requestNewMobileDevice_DeviceNames
  • need new @requestNewMobileDevice_DeviceNames
  • order a new @requestNewMobileDevice_DeviceNames
  • order new @requestNewMobileDevice_DeviceNames
  • request a new @requestNewMobileDevice_DeviceNames
  • request new @requestNewMobileDevice_DeviceNames
  • want a new @requestNewMobileDevice_DeviceNames
  • want new @requestNewMobileDevice_DeviceNames
  • would like a new @requestNewMobileDevice_DeviceNames
  • would like new @requestNewMobileDevice_DeviceNames

For more information about this intent please review the values by using your IBM Watson Assistant instance where this chatbot skill has been installed because we have not documented all the values here.
Entity:
The four published entities did not require any modifications after they were created by the publishing wizard.
With the addition of the Intent and Entity values, the chatbot is now better able find the service using various utterances.
For example, if users request, "I need access to OneDrive and Teams from my iPhone", the chatbot will be able to find the correct Intent.
Dialog Nodes:
For this use case, only the parent node, BMC - Request New Mobile Device, was modified as described below. Its child nodes did not require any modifications after they were created by the publishing wizard.
Important Note:
After creating this use case and the following two use case (i.e. Mobile Device New Corporate Wireless Plan / Report an issue and Mobile Device Access and Waiver) we begin to see issues where IBM Watson sometimes is not able to distinguish between these use cases, specifically their respective Intents, even though the Intents have differences.
This aspect is referred to as "Disambiguation" within IBM Watson. For more information regarding this topic please refer to the following link:
https://cloud.ibm.com/docs/assistant?topic=assistant-dialog-runtime#dialog-runtime-disambiguation

Success

Tip

One of the ways to address this issue is to look at the intents to see if they can be reworded to be less similar between the use cases. For these use cases it is more difficult as they deal with mobile devices. Another way to address this issue is to build and use entities, with specific words that would only show up in their respective intents, within the Dialog Nodes 'If assistant recognizes' conditions.For our example use case here, we have implemented a third method that uses the intent confidence rating as part of the "If assistant recognizes" statements within the use case's parent dialog node.

For example, after performing some tests in IBM Watson Assistant, we can see that the confidence rating for all the intent utterances for success are typically values => 0.9.
Using the utterance, "I want to new phone", we can see that the confidence rating for the Intent #requestNewMobileDevice is 0.96, however the confidence rating for the Intent #mobileDeviceNewCorporateWirelessPlanReportAnIssue is 0.70 and #mobileDeviceAccessAndWaiver is 0.25.
worddavcbd2cd682fd9c7054c410b1778115bd1.png

Since both values are close in range, this may trigger disambiguation which will cause the Chat bot to ask "Did you mean …" as shown below.
worddavd5309fa1ae7d074b6a7782c06fe9e132.png


Warning

The macro unmigrated-wiki-markup from Confluence is no longer available.


worddav45de721819fa9460617d3b090e821e9c.png


 

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