Exercise 4 - Test the Wifi 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 following additional intent utterances were added to the intent, #wifiAccess, as part of the testing:

• browsing is slow
• Can't find available wifi networks
• Customer Wifi
• I can't connect to wireless network
• I need wireless internet access for my customer
• I need wireless internet access for my guest
• I need wireless internet access for my visitor
• internet is slow
• no internet access
• no internet connection
• I have week signal
• I have week wifi signal
• There is poor wifi signal in office
• Unable to connect with correct username or password
• Visitor Wifi
• wifi connection drops

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.
Entities:
For this use case, the following entity was updated to include more synonyms:
@wifiAccess_pleaseChooseOneOfTheFollowingOptionsSoThatICanProcess
Within the Catalog, the equivalent question is "Please choose one of the following options so that I can process your WiFi request".

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  • Entity Values:
    • Report an Issue regarding WiFi; Synonyms: Report an Issue regarding WiFi, slow, cannot connect, can't connect , no connection, bad connection, no internet, connection drops, unable to connect, poor connection, poor signal, bad signal, week signal, week wifi, bad wifi, poor wifi, issue, problem, incident, difficulty , trouble, complication, snag, hitch, mess, hiccup, sucks
    • Request Wifi Access for a guest; Synonyms: Request Wifi Access for a guest, Guest, Visitor, Customer, company, Supplier, Vendor, Guests, Visitors, Customers, Suppliers, Vendors, Client, Clients, associate, associates
    • Request Wifi Access for me; Synonyms: Request Wifi Access for me, for me

For version 20.02 there are two entities created by the publishing wizard for impact and urgency. (Note for version 20.08, we reused the existing BMC urgency and impact entities during the publishing activity).
Here, we will use the entity values from the exiting entities,
@bmcUrgency_whenDoYouWantThisToBeResolved in order to update the entity values for @wifiAccess_whenDoYouWantThisToBeResolved and
@bmcImpact_whoIsImpactedByThis in order to update the entity values for @wifiAccess_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 "wifiAccess_whenDoYouWantThisToBeResolved". Save the .csv file.
3. Delete the published entity @wifiAccess_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 @wifiAccess_whoIsImpactedByThis entity using the values from the existing entity @bmcImpact_whoIsImpactedByThis

With the addition of the Intent values and leveraging Urgency Entity, the chatbot is now better able to autofill the questions for this service.
For example, if users request, "I need wifi access for my customer", the chatbot can autofill the first question.
This is possible because;

• The first question "Please choose one of the following options so that I can process your WiFi request" has "Request Wifi Access for a guest" as one of its answers. This answer also has "customer" as one of its synonym values.

This synonym value matches the user's utterance as shown here; "I need wifi access for my customer", allowing the Chatbot to find the answers to autofill this question.
Dialog Nodes:
The parent node, BMC - WiFi Access and its child nodes, did not require any modifications after they were created by the publishing wizard.