Plug & Plai FAQ

English

Deutsch

English

Deutsch

Appearance

🔍 Keyword Search ​

Welcome to the Keyword Search feature! This powerful tool helps you find similar keywords to improve your assistant's knowledge and responses.

The Keyword Search feature helps you discover keywords that are similar to a term you're searching for. This is useful for:

  • Expanding your knowledge base: Find related terms to add to your assistant's training
  • Improving responses: Identify keywords your assistant should recognize
  • Content optimization: Discover variations of important terms for better coverage

The system uses advanced similarity matching to find keywords that are closely related to your search term, even if they're not exact matches.

🖱️ How It Works ​

Search Process ​

  1. Enter a keyword: Provide the term you want to find similar keywords for
  2. High similarity analysis: The system first searches for keywords with high similarity (50% threshold)
  3. AI-powered fallback: If no high-similarity matches are found, the system uses a lower threshold (30%) and applies AI filtration
  4. Smart error correction: AI analyzes potential matches to resolve transcription errors and phonetic similarities
  5. Results returned: Get the most relevant similar keywords ranked by accuracy

Matching Algorithm ​

The keyword search uses an intelligent two-tier approach to find the best matches:

High Similarity Search (50% threshold):

  • Whole keyword matching: Finds keywords similar to your entire search term
  • Word-by-word analysis: Breaks down multi-word keywords to find partial matches
  • Direct results: Returns matches immediately when high similarity is found

AI-Powered Fallback (30% threshold):

  • Lower threshold search: When high similarity yields no results, searches with relaxed criteria
  • AI filtration: Uses artificial intelligence to resolve transcription errors and phonetic similarities
  • Smart matching: Compares potential matches using sound and spelling similarity
  • Quality control: Returns "NO_MATCH" when no plausible match exists

🔧 Using the Feature ​

Keyword Management Interface ​

You can now manage keywords directly through the assistant configuration interface:

  1. Go to your assistant: Navigate to the assistant you want to configure
  2. Open Configuration tab: Click on the "Configuration" section
  3. Find Custom Vocabulary: Look for "Custom vocabulary from file" section
  4. Click "Custom keywords": This opens the keyword management popup

Managing Keywords ​

The keyword management interface allows you to:

  • View existing keywords: See all keywords currently associated with your assistant
  • Import keywords from file: Upload an Excel or CSV file with multiple keywords at once
  • Delete individual keywords: Remove keywords that are no longer needed
  • Configure keyword actions: Set up how and when the assistant should use keyword lookups

Setting Up Keyword Actions ​

When managing keywords for an assistant, you can configure two important descriptions:

What to use for action:

  • Describes what the keyword lookup should accomplish
  • Example: "Call this API to do the name search and choose the best fitting name based on the name in conversation"

When to use action:

  • Describes when the assistant should trigger the keyword lookup
  • Example: "The caller will say their name during the conversation. You should compare this name with your knowledge and choose the most similar name."

File Import Format ​

To import keywords in bulk, you can use either Excel or CSV format:

  1. Download the sample file: You can download a ready-to-use sample Excel file from the import interface
  2. Prepare your Excel file: Create a file with keywords, one per row
  3. Use the header "keyword": The first row should contain "keyword" as the column header
  4. Add your keywords: List each keyword on a separate row
  5. Upload the file: Use the import button in the keyword management interface

CSV Format (.csv) ​

  1. Prepare your CSV file: Create a text file with keywords, one per row
  2. Use the header "keyword": The first row should contain "keyword" as the column header
  3. Add your keywords: List each keyword on a separate row

Example format:

keyword
customer service
customer support
client support
customer care
help desk

Tip: When you're in the keyword import interface, look for the sample Excel file download link. This gives you a properly formatted example file that you can modify with your own keywords. Excel format is recommended as it's easier to work with than CSV.

📝 Best Practices ​

Managing Keywords ​

  • Use specific terms: More specific keywords often yield better similarity matches
  • Try variations: Test different forms of your keyword to discover more matches
  • Review results: Examine the returned keywords to understand what your assistant recognizes
  • Expand gradually: Use found keywords to build a comprehensive vocabulary for your assistant

Importing Keywords ​

  • Start with the sample file: Download the sample Excel file first to ensure you have the correct format
  • Choose the right format: Excel (.xlsx) is recommended for better compatibility and ease of use
  • Prepare your data: Clean your keyword list before importing to avoid duplicates
  • Use clear descriptions: Write clear "what to use" and "when to use" descriptions for keyword actions
  • Test after import: Verify that imported keywords work as expected with your assistant
  • Start small: Begin with a focused set of important keywords, then expand based on usage

Organizing Your Vocabulary ​

  • Group related terms: Import keywords in logical groups (e.g., product names, service types)
  • Regular updates: Keep your keyword list current by adding new terms as your business evolves
  • Remove outdated terms: Delete keywords that are no longer relevant to avoid confusion

🎯 Benefits ​

  • Enhanced accuracy: AI-powered fallback system improves matching for misspelled or transcribed keywords
  • Better assistant training: Identify gaps in your assistant's keyword knowledge with improved search precision
  • Transcription error handling: Automatically resolves phonetic similarities and common speech-to-text errors
  • Improved customer experience: Ensure your assistant recognizes various ways customers express concepts, even with pronunciation variations
  • Content discovery: Find related terms using both statistical similarity and intelligent AI analysis
  • Quality assurance: Verify that important business terms are properly covered with more reliable matching
  • Easy management: Upload and organize keywords through a user-friendly interface
  • Assistant-specific vocabulary: Customize keyword sets for different assistants based on their specific roles
  • Bulk import capability: Save time by importing multiple keywords at once via Excel or CSV files
  • Flexible configuration: Set up custom keyword actions with tailored descriptions for optimal performance

Note: The keyword search helps you continuously improve your assistant's understanding by identifying related terms and concepts using advanced AI technology. The intelligent fallback system ensures better recognition of customer intents and more accurate responses, even when dealing with transcription errors or phonetic variations.

With the new keyword management interface, you can easily build and maintain a comprehensive vocabulary for each assistant, making them more effective in their specific roles.

If you have questions about keyword search or keyword management, please contact your administrator or support team!