What are Negative Responses under User Messages?
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Table of ContentsNegative Responses
The above section explained how you can select a step depending on what the user said. This section will explain how to filter out steps depending on the user messages.
For example, if you have the following steps:
|Good Service||Bad Service|
|Your service was very good||Your service was not good.|
|Your service was excellent||Your service was bad|
Now when a user messages "Your service was not good", even though the User meant something very different, because of the high similarity of the sentences in both the steps, it is possible that an Incorrect step may get selected.
To avoid this, you can add specific keywords under Negative Responses of the step which will filter out the step, if the keyword is a part of the user's message.
For Example, in the above scenario, if you add "bad" as a Negative Response on the "Good Service" step, then the Good Service step will not be considered if the User's message has "bad" in its sentence.