Get the latest live chat benchmark data broken down by team size & industry

Read more
What is Voice Bot Sensitivity

Voice Bot Sensitivity refers to the voice bot’s capacity to provide matching answers to callers’ questions. The voice bot’s sensitivity score ranges from 0 to 100, where 100 represents an absolute match, and 0 represents no match. The score range is set to represent the matching degree of the voice bot’s answer to callers’ questions.

How Does Voice Bot Sensitivity Work?

When a caller inputs a question, our Natural Language Processing engine scans all of the question variants for all the intents in the bot, assigning a confidence score to each. The response for the intent containing the question variant with the highest score is sent to the caller (if the score is higher than the High Confidence Answer Score threshold).

Depending on the matching degree, the voice bot may provide High Confidence Answers or No Answer.

  • High Confidence Answers
    The answers with a matching degree equal to or greater than the High Confidence Answer score threshold can be High Confidence Answers. By default, the High Confidence Answer score threshold is set to 40.
  • No Answer
    When the voice bot finds no matching answer in its intent base to the caller’s question, it returns no answer. The unrecognized visitor questions get automatically added to the Learning page of the voice bot, and the voice bot provides an alternative solution to the visitor, such as “Chat with a Live Agent”.
    Note: To configure the response for no matching answer, navigate to Voice Bot > Smart Triggers to edit the trigger “When a caller's question is not recognized”.

Modifying Voice Bot Sensitivity Score

You can modify the voice bot sensitivity score as per your requirements. Reducing or increasing the bot score directly impacts the responses provided by the voice bot. For example, if you decrease the High Confidence Answer score, there is a higher chance for the voice bot to directly send the High Confidence Answer and a lesser chance of providing a No Answer response to callers.