Evaluate How Well Your Bots Understand Your Customers

The Model Management page provides metrics on the quality of your bot’s intent model and a detailed look at individual intents. Use the information to fine-tune intents and improve how well your bot understands your customers.

Where: This change applies to Lightning Experience and Salesforce Classic in Essentials, Enterprise, Performance, Unlimited, and Developer editions. Setup for Einstein Bots is available only in Lightning Experience.

Who: Einstein Bots is available to orgs with both Service Cloud and Live Agent user licenses. Each org is provided with 25 Einstein Bot conversations per month for each Live Agent user with an active subscription.

How: We moved model management from the Overview page to a page of its own. View intent model metrics on your bot’s Model Management page.Bot Builder Model Management page

Click an intent to view more information. The Top Intent Conflicts section shows you where utterances are incorrectly classified when testing the model. Data scientists call this “intent confusion” because the utterances don’t clearly belong to one intent or another. Use intent conflicts to refine your intents. If you have a high percentage of misclassified utterances, try merging two similar intents into one. Similarly, try splitting a general intent into multiple, more-specific intents. Then adjust your set of utterances accordingly.Utterances incorrectly classified to a different intent