Importance of Handling Synonyms and Misspellings in Conversational AI

Before creating intents and entities, it’s beneficial to pre-process your incoming data. This ensures the intent model can:

• handle spelling errors and

• industry-specific synonyms effectively even when these terms are rare in discovery clusters.

Defining brand-specific or industry-specific terms and their common misspellings is essential.

For instance, your customers frequently reach out to you regarding the term “discount coupon” but it is often misspelt as “discont coupon,” you should define this misspelling. They might also be referring to discount coupons as "vouchers", "promo code", or "savings code". Therefore, it is important to define these variations as well. This way, the AI will treat “promo code” and "discont coupon" as a correct term, ensuring accurate understanding and processing of these specialized terms.

Define Synonyms & Misspellings

1. Open the Conversational AI Persona App and go to "AI Tools". Click on "Define Synonyms and Misspellings"

2. Click Add Synonyms and Misspellings in the top right corner.

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3. Select the language in which you will define the synonyms and misspellings and the word for for which you want to define synonyms and misspellings.

   

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4. Finally you can either manually add comma-seperated synonyms or misspellings by entering them under "Enter Variants" .

   Else, you can also leverage the Sprinklr AI to generate commonly occuring synonyms and misspellings. Click on the conv-ai wand symbol and sprinklr will generate a list of common synonyms and misspellings. Check the ones you wish to use and select Add.

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   Note:

   Reach out to your Sprinklr Customer Success Manager to get the the "Generate Synonyms and Misspellings" AI feature enabled in your Sprinklr environment.

   If you wish to add synonyms and misspellings manually , ensure you use the comma seperator between the two terms.

   For instance, discount code promo code will be treated as one term without the comma, but discount code, promo code will be treated as two seperate terms.

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5. Click Save to save your Synonyms and misspellings.

Permissioning Users to Create Synonyms and Misspellings

If you are an admin and want to grant users the ability to create synonyms and misspellings in Conversational AI, you need to create a global or workspace role with the following permissions. Once the role is created, assign it to the appropriate users or user groups. This ensures that the designated users have the required permissions to manage synonyms and misspellings effectively.