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What are Bold360 ai Contextual Answers?

Contextual Answers Overview

Bold360 ai Contextual-Answers™ is a revolutionary automated solution that delivers context-based answers to your customers.

Web visitors who ask the exact same question will receive different (relevant) answers based on segmenting information you have for each user. You can segment contextual answers for visitors according the specific product or page that they are currently viewing, their subscription type (free/premium), their digital click stream, account balance, age, gender and even their geographical location.

Bold360 ai Contextual-Answers™ helps drive sales and conversion rates, while simultaneously reducing site abandonment.

Implementing Contextual Answers (Bold360 ai settings)

There are two types of objects that can have contexts associated with them: the user and an article. Each can have none to several context values.

  • The context of the user is set by the entity calling the Bold360 ai interface, for instance a parameter set as product = hotels on a script that calls the in-journey widget on web pages that deal with hotel related processes
  • An article's title may have several answers, each of which is mapped to one or more context values. So for the question "How do I change my reservation?" there could be one answer that is mapped to flights and another that is mapped to hotels and cruises.

How to set up Contextual Answers

Important: Before you set up Contextual Answers, contact your Success Manager to enable the contextual answers feature in your account, and to add the context categories to your Knowledge Base.

To set up Contextual Answers, you must do the following:

  • Task 1: Configure the Contextual Answers in Bold360 ai
  • Task 2: Add the necessary context definitions to the scripts calling the Bold360 ai interfaces
  • Task 3: Implement Context in the Support Center
  • Task 4: Implement Contextual Answers in FAQ

Task 1: Configure the Contextual Answers in Bold360 ai

  1. In the Bold360 ai Console, go to Admin Center > KB Setup.
  2. On the Context tab, select one of the following Article context options:
    • Not required - Article context is not mandatory and all articles with specific context will appear even on pages without context defined. This configuration should be used when receiving context from the referrer without creating an impact on the information that is presented.
    • One value required - Articles with context will not appear on generic pages, unless additional configuration settings are addressed (see the Detect from user search setting below). Articles with multiple context values will appear on pages with a single value.
      For example, an article in Bold360 ai with a single context value (such as dresses) will be displayed on a web page that calls for context with 3 context values (shoes, dresses and shirts).
    • All values required -  All context values must match in order for an article to be displayed.
      In the example above, an article in Bold360 ai with a single context value (such as dresses) will not be displayed on a web page that calls for context with 3 context values (shoes, dresses and shirts). 

    Additional Contextual Settings

    • Context value selection - Captures the optional values for the context. These will be made available when mapping articles to context categories and values.
    • Visible in widget - If enabled, the context of the article will be displayed in the widget.
    • Auto-learn - The context is added automatically to a new article when it is created based on a voice or a ticket.
    • Visible in Knowledge Base and Publishing Center - If enabled, the context is presented as a column on the article list and the context values for each article appear on this column. The content manager can then search for the articles with specific context values.
    • Visible in Tickets - If enabled, the context is presented as a column on the tickets' list. Regardless the context of the user is carried over into a Bold360 ai ticket and presented within the detailed ticketing interface. The context could also be forwarded to 3rd party ticketing systems.
    • Detect from user search - if not specified by the script on page, the context value is extracted from user search if the context value is explicitly mentioned (e.g. how do I cancel the order on the app) or by presenting a dialog and soliciting the context from the user.
    • Allow public access - The context values can be accessed and retrieved through an API request to be shown on the context dialog.
    • Full value required - Matches user's context value in its entirety.
    • Each word is a unique value - Check this in case you are using single words or strings to represent context values. If feasible, this option is recommended. Otherwise there could be ambiguity if a combination of words is related to a single context value or to multiple context values. For instance iPhone S6 may represent one context value across device context or two context categories one for device and another for version.
    • Add names of attributes/specification to be used as context - In case the context values are to be picked up from a variable that is already defined on the webpage, capture the variable name in this field.
    • Text prompt in widget - This text will be presented to solicit the user's context in the context dialog mentioned above.

Task 2: Add the necessary context definitions to the scripts calling the Bold360 ai interfaces

Once your Knowledge Base is categorized and is set up to work with contextual answers, add the contextual answers' API code to your website as follows:

  1. Find the Bold360 ai widget script on your web page. The following is an example widget code:

    <!-- nanorep floating widget -->
    <script>!function(t,e,o,c,n,a){var s=window.nanorep=window.nanorep||{};s=s[e]=s[e]||{},s.apiHost=a,s.host=n,s.path=c,s.account=t,s.protocol="https:"===location.protocol? "https:":"http:",s.on=s.on||function(){s._calls=s._calls||[],s._calls.push([].slice.call(arguments))};var p=s.protocol+"//"+n+c+o+"?account="+t,l=document.createElement("script");l.async=l.defer=!0,l.setAttribute("src",p), document.getElementsByTagName("head")[0].appendChild(l)}("","floatingWidget","floating-widget.js","/web/",".nanorep.co");</script>
    <!-- //nanorep floating widget -->

  2. Add the contextual answers at the end of the script (marked in bold in the example below). This adds the category name and value in the following format (see in bold):

    <!-- nanorep floating widget -->
    <script>!function(t,e,o,c,n,a){var s=window.nanorep=window.nanorep||{};s=s[e]=s[e]||{},s.apiHost=a,s.host=n,s.path=c,s.account=t,s.protocol="https:"===location.protocol? "https:":"http:",s.on=s.on||function(){s._calls=s._calls||[],s._calls.push([].slice.call(arguments))};var p=s.protocol+"//"+n+c+o+"?account="+t,l=document.createElement("script");l.async=l.defer=!0,l.setAttribute("src",p), document.getElementsByTagName("head")[0].appendChild(l)}("","floatingWidget","floating-widget.js","/web/",".nanorep.co");</script>
    <script>
    nanorep.floatingWidget.on({
                init: function()
                            this.setContext({"DeviceType":"Android"});
                }
    });
    </script>
    <!-- //nanorep floating widget -->

  3. Make sure contextual answers work by searching for an answer with contextual values.

Task 3: Implement Context in the Support Center

Context is saved in a browser cookie. Therefore, the first time the user navigates to the Support Center, the page must be provided with context. Do the following:

  1. Add a query section to the Support Center URL.

    The query contains the context name as defined in the Bold360 ai Console and the value of the context attached with an equals (=) sign. For example, if the Support Center URL is mydomain.com/mysupportcenter.html then change it as follows:

    • If you set up a context, called "country", then the Support Center URL looks as follows:
      mydomain.com/mysupportcenter.html?country=usa
    • If the URL already has a query, you must add your context to this query, with the "&" separator:
      mydomain.com/mysupportcenter.html?ver=3&country=usa
  2. Adapt the content in the articles repository so it is context sensitive. Read the instructions here.

Task 4: Implement Contextual Answers in FAQ

In Bold360 ai, you can display a list of answers in the Embeded and the Floating widgets. The list of answers in the widgets, are sorted by popularity.

Besides displaying the general answers, you can also choose to display answers from a specific context:

  1. Go to Touchpoints > Widgets and click Personalize for the embedded widget, or the floating widget.
  2. Select the appropriate Knowledge Base or URL and in the widget settings, go to the FAQ tab.
  3. Click Add FAQ list.
  4. Under Context Filtering, select Use Page Context.
  5. In the Required Context field, select the context.
    For example, in our case it is "productID".

The most popular questions in that context are now displayed in the widget.