Best practices for content creation in the new engine

The quality of your content directly defines the quality of your Virtual Assistant’s responses. The new engine enhances understanding capabilities but performs best when the knowledge base is designed around the meaning of queries, not just how they are written.

When you structure your intentions correctly, you enable the system to recognize different ways of expressing the same need, maintaining accuracy and avoiding confusion with similar topics.

Below are key best practices to create clearer, more effective content aligned with the new engine:

1. Define each intention as a user need, not as a specific phrase

The more conceptual and representative the intention name is, the better the engine can interpret it.

For example:

1. “Check savings account balance” clearly captures the user’s goal.
2. In contrast, a phrase like “I want to know how much money I have in my account” is just one way of expressing it, not the concept itself.

Tip: refine each intention until you reach its clearest and most general concept, removing anything that is not part of the user’s main action.

2. Generate ways of asking that cover different meaning approaches

Structure the ways of asking by considering different ways a user might express the same need, not just swapping words for synonyms.

For example:

For the intention “how to reset my password," avoid creating many nearly identical phrases.

Instead, generate between 5 and 10 examples that cover different ways of expression:

Tip: prioritize variety in how the idea is expressed, not just word changes. A set of 5–10 well-thought-out examples is far more effective than many nearly identical variations.

3. Avoid noise in intentions

"Noise" refers to words or fragments that are not part of the core intention and can distort interpretation, creating confusion or reducing accuracy.

Key rule: one clear idea → better interpretation. Multiple mixed ideas → more confusion.

Tip: if you can remove a word without changing the main meaning, that word is noise.

 When should you add more detail?

In some cases, adding more detail is necessary to differentiate similar intentions:

1. Channel or context: when the response changes depending on the medium (web, app, WhatsApp).
      → Example: “check balance via web” vs. “check balance from the app."
2. Segment or user type: when there are variations such as prepaid or postpaid.
3. Brand or product: when the user is likely to mention it.
      → Example: "How do I access a SuperGold Credit?” or "How much do iPhones cost?"

4. Add negatives only when relevant

Negatives are expressions in a negative form (“I can’t…”, “I don’t remember…”) that reflect how users actually express their problems. However, they should only be used when they add clarity without creating confusion with other intentions.

• Correct: for “recover password” → “I don’t remember my password" and “my password doesn’t work."
• Incorrect: “I can’t log into the app” → this may overlap with other cases, such as access issues or technical problems.

 Tip: include negatives only when they are clearly tied to a specific intention and cannot be interpreted as another type of query.

5. Avoid duplicated or overlapping intentions

When working on your Virtual Assistant’s knowledge base, it is essential to analyze the full set of intentions, not each one in isolation.

• Duplication: occurs when two intentions solve the same need, creating confusion when assigning a response.
  • Example: “cancel service” and “unsubscribe” with identical responses should be unified into a single intention.
• Overlap: occurs when intentions are not clearly defined, making differentiation difficult.
  • Example: "Recover account access” is too broad and may overlap with “account locked” or “app error."

6. Recommended length for ways of asking

Aim for balance, create ways of asking that are specific enough to avoid ambiguity and concise enough to remain clear.

• Very short:1–2 word terms like “support” may be too ambiguous.
  • Exception: short phrases with clear meaning such as “mortgage loan," “check balance," or “pay bill."
• Very long: long phrases like “I want to check the available balance of my prepaid mobile line in the app” may reduce accuracy.
  • Recommendation: use more concise versions such as “check prepaid balance."

☝ Keep in mind that these are guidelines, not strict rules. Always evaluate the full context of your knowledge base; judgment and analysis remain key.