Channels

Conversational AI Cloud allows customers to define custom channels for their conversational AI. Each channel can have a unique set of answers defined, allowing for a smooth omni-channel experience when interacting with the conversational AI.

When calling the Gateway API customers can choose to provide the channels query parameter. The channels query parameter behaves as follows:

• When specified Conversational AI Cloud's recognition engine will attempt to select the answer set for the provided channel.
• If the channel is correctly specified, and the matched article has at least 1 answer defined for that channel, that answer set will be used for context evaluation to provide an answer to the end-user.
• If the channel is correctly specified, and the matched article does not have any answers defined for it the channel query parameter will be ignored, and the default answer set will be used to provide an answer to the end-user.
• If the channel is incorrectly specified the channel query parameter will be ignored