A dictionary is used by a virtual agent to analyze user questions and to select the most relevant content related to the request. It is also used to correct spelling errors.

• A dictionary is associated with one or more Self Help projects for a virtual agent via the Service Bots > Dictionaries menu in the Online Studio.

• It is associated with a given language. 
• It appears as a CSV file comprising a list of terms and the links that exist among them.
• Each row corresponds to one term or one set of synonyms.
           
           

Best Practice

• Use Excel to modify the CSV file.

Contents of the CSV file

Example

CSV file open in Excel

• Row 13:
  • Column A: nn ==> All terms in the row are nouns.
  • Column B: documentation ==> Term to be added to the dictionary.
  • Columns C and D: Synonyms of documentation ==> document, doc.

• Row 14:
  • Column A: nn ==> All terms in the row are nouns.
  • Column B: > ==> Indicates a parent - child relationship with previous row 13. All terms in row 14 are child entities of the term documentation.
  • Column C: User manual
  • Columns D to H: Synonyms of the term User manual ==> instructions, guidebook, manual, guide, notice.
     

Display the dictionary in the Online Studio

• Display the term Documentation

• Display the term Guide