This Smart Skill enables Haptik bots so that they can detect a user’s intent when getting started with the product search and recommendation journey. It allows you to initiate the following Commerce Plus use cases (as configured for the client on Commerce Plus):

• Natural Language Search for Products based on search filters
• Product Questions & Answers for top product attributes in the catalog
• Product Comparisons (of any 2 products)
• Product Reviews Analysis (for products that have more than 5 user reviews)

This Smart Skill is unique to every e-commerce category supported on Commerce Plus (for example, Groceries, Clothing, Appliances, Electronics, and so on). 

Name of the Skill on Conversation Studio: Recommend {category} Products (currently available only for Apparel)

Purpose of the Skill: This Smart Skill is designed to activate the Commerce Plus flow for any bot.

What’s the design template going to look like?

This Skill is designed to support quick resolution & add value for the user. Please reach out to the Conversation Designer to get access to the Design Lucidchart or PDF.

Requirements

• A fully set up Commerce Plus Bot
• TRACT configurations to include Commerce Plus as an ECT (using Bot as an API)

Limitations

This Skill only acts as a gateway to the Commerce Plus flows. Once this Skill is triggered, the performance of the use case will depend entirely on the bot setup with Commerce Plus. While this Smart Skill is low-code, the code editor must be configured to include the corresponding Commerce Plus bot's base URL and the client name.

How to use the Skill

• Select the Skill for the applicable categories.
• For each Skill, configure the Code Step to include the relevant ECT base URL and client name.

  { "ect_fqdn": "message_delivery_buzzo", "callback_url": "<BUSINESS_ID>/<ACCOUNT_NAME>/Buzzo", "business_id": <BUSINESS_ID>, "credentials": { "buzzo_url": "<BUZZO_URL>", "webview_color_hex": "#0067DD", "webview_font": "Roboto", "client_name": "<CLIENT_NAME>" } }

How to make changes to the Skill

What are all Entities?

• All entities for this Skill are picked from the corresponding category taxonomy built on Commerce Plus. This taxonomy includes the following:
  • Search Filters: These are the filters used by end-users to search for products in any category. For example, for clothing, the Search Filters could be brand, price, color, fabric, etc.
  • Filter Values: These are the list of values a Search Filter can take. For example, for color, the values could be black, green, deep blue, off white, etc.
• The taxonomy file gets refreshed in regular intervals and at least once in 30 days.

• To obtain the latest list of Entities, reach out to your Commerce Plus IMPL SPOC and request them for the list.

How to analyze your Skill post Go-live

The effectiveness of this Skill can be reflected in how accurately the bot is able to detect an intent for Commerce Plus. This can be measured using the following metrics:

• Bot Automation: Bot Automation refers to the fact that the bot was able to handle the user's queries end-to-end, but if the bot breaks for any queries, then it indicates that the Smart Skill needs further improvement. New Entities, New User Messages can be added to improve the Smart Skill.
• Mismatched Intents: This Smart Skill should be able to differentiate between queries that should be answered by the Commerce Plus bot and the queries that need not be answered. If an out-of-scope query is passed to the Commerce Plus bot, the bot will break since it is not trained to answer that query. This scenario will only arise if the user intents added to the Smart Skill overlap with other Skills configured in the Haptik bot. This can be measured in terms of the % of queries that are handled by this Smart Skill, that were incorrectly matched owing to faulty training data, or overlaps with training data for more relevant skills.