Sometimes as a business you have a lot of Q&A content that is similar and possibly conflicts with one another. One way to resolve this is by adjusting the confidence score threshold for your Q&A content.

Let’s first look at an example. Let’s say we have 3 Q&A that have the word “run” in them…

• How fast can you run?
• Does the car run fast?
• How fast does a cheetah run?

If an end user were to type a question like “Can I run fast?” the bot may get confused as to which answer to provide and will respond with the top scoring answer, which may (or may not be correct) since they are not asking an exact variation of any of our Q&A.

We can set a confidence score threshold so that the bot only responds with an answer when the confidence score is above the threshold we specify. There is no exact science to the most successful threshold, so we suggest always testing and iterating until it suits your requirements. This article goes into more detail about technical definition, etc. should you want to dive deeper.

Here are the steps for setting the confidence score threshold:

1. In the Portal, navigate to the Q&A screen by hovering over Content Studio in the left navigation pane, then select Q&A.
2. At the far-right of the screen, select Settings.
3. In the Advanced Settings screen, select a confidence score threshold value either by using the slider or by entering a value in the field.