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Question: Why do I need to build an MVA and not add automations one by one?
- Answer: In an oversimplified way, AI models try their best to guess what the end user is trying to achieve or say with each message. Because the intent classification is done against a specific list of automations defined by you in the Siena platform, the AI models might misclassify user messages in a lack of a robust set of automation.
- Answer: In an oversimplified way, AI models try their best to guess what the end user is trying to achieve or say with each message. Because the intent classification is done against a specific list of automations defined by you in the Siena platform, the AI models might misclassify user messages in a lack of a robust set of automation.
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Question: If I want Siena to direct customers to our support page, can Siena phrase it like "visit our support page here" instead of "visit our support page here: https://support.companyname.com"?
- Answer: Currently, only the email and live chat channel allow hyperlinks. Other channels do not support hyperlinks.
- Answer: Currently, only the email and live chat channel allow hyperlinks. Other channels do not support hyperlinks.
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Question: Can Siena piece together information from different Automations if a customer has a few different questions combined in one email?
- Answer: Yes, Siena can identify and read data from multiple intents or automations!
- Answer: Yes, Siena can identify and read data from multiple intents or automations!
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Question: Can we automate a response from an Instagram comment to be replied to through DMs?
- Answer: At the moment Helpdesks do not allow for that option. We’re looking into building native IG/FB integration so you can take those actions too.
- Answer: At the moment Helpdesks do not allow for that option. We’re looking into building native IG/FB integration so you can take those actions too.
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Question: Can we put automations on a timeline? Is it possible to set on and off dates for automations?
- Answer: The automation timeline is something that’s on our roadmap. That will allow you to do exactly what you just described.
- Answer: The automation timeline is something that’s on our roadmap. That will allow you to do exactly what you just described.
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Question: How do I stop Siena from responding after she escalates the ticket to the team?
- Answer: Add the siena-follow-needed tag in content moderation or create a rule in the rule-based engine (RBE) for it. You can find the steps from the first suggestion here.
- Answer: Add the siena-follow-needed tag in content moderation or create a rule in the rule-based engine (RBE) for it. You can find the steps from the first suggestion here.
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Question: How does Siena choose the correct intent? Do you use confidence scores or threshold?
- Answer: We were using confidence scores for intent classification a couple of months back, but we deprecated it as the scores actually don't make sense from an AI model perspective. We generate boolean values (true or false) for intent classification now.
Automations FAQs
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