There is now an option for RiTA to only respond to an SMS automation messages from contacts if she has a high confidence level that she has understood the message. RiTA is constantly learning so be sure to check back on this page for any new confidence score options.
What does High Confidence and Standard Confidence mean for Automations?
High confidence: RiTA will only respond to messages she understands. This is a good option if you wish to have more control in how RiTA handles her conversations with your contacts. Any conversation that RiTA does not understand she will assign a follow up enabling you to finish the conversation in the contact card.
Standard Confidence: the default setting for automations. Standard confidence means RiTA will reply to most messages even if she does not quite understand it. This is a good option if you want a more hands off approach to automations.
The following table provides an explanation of each different criteria RiTA is looking out for depending on the confidence level.
|
Criteria |
High Confidence |
Standard Confidence |
|
Long responses |
RiTA will not reply to messages that have more than 250 characters. |
RiTA will not consider how long a message is before she responds. |
|
Multiple Phrase Matching |
RiTA will not reply to a message where multiple conversations paths are encountered (e.g. "yes" and "no" in the same message |
RiTA will respond to the first priority response and will not consider whether other responses are possible (e.g. "yes" and "no" appear, but "yes" is the higher priority response. RiTA will response to the "yes" |
To turn this setting on you will need to be an Admin user in RiTA.
-
First navigate to the automations page in RiTA
-
Click on the drop down arrow next to the automation you want to edit, then click the Edit button.
-
Navigate to the Communication Channels settings and click Edit on the SMS Conversation
-
Click the "Only reply when RiTA has a high confidence she has understood the message" button to turn the setting on as below.
-
RiTA will now assign a follow up for any messages that she doesn't understand so you can take over and respond for her.
Q. Does this stop RiTA from replying to extra long messages?
A. Yes, RiTA will now stop replying if she receives a message that is longer than 250 characters.
Q. How will I know that RiTA hasn't understood the message?
A. RiTA will assign a follow up to you letting you know that it was escalated.
Q. Why is 250 characters a reason for low confidence?
A: What we have found is that when a person has a really long response, they are sometimes answering the next question, or questions that RiTA is set to ask Or, She misunderstands the sentiment and responds with the wrong response.