The suggested reply simulator is a preview console that simulates the live message exchange scenario between a customer and a customer service representative (CSR), in which the CSR uses suggested replies to respond to the customer. The CSR admin follows a Launch-Test-Train pattern to train suggested replies for seeded customer utterances using this preview console. The augmented agent displays suggested replies that match the customer input in the live interaction. The CSR can then send the appropriate automated reply from the system's suggestions. For example, if the system's suggestions are not relevant to the customer's input, the CSR can type in a response and send it to the customer. Training the augmented agent by matching the customer utterances to the corresponding phrase text in App Studio reduces the CSR's effort during the live chat by suggesting the most probable replies during the interaction. The CSR admin trains the model by using the preview console in App Studio to suggest more appropriate responses to the CSR during the live chat.

The following figure shows the suggested reply simulator in App Studio.

1. When the CSR admin adds customer utterances to a specific common phrase, a number appears beside the Records field, which acts as a counter that keeps incrementing as the CSR admin adds customer utterances to a common phrase.
2. To update and train the model for mapping utterances to a specific phrase, you click Build model. Once the model is updated, the system displays the message Model updated. To test whether customer utterances map to a specific phrase, you then enter the customer utterance in the Customer says field, and then click Test.

Every time the CSR admin clicks the Use this reply button, the percentage (which is the propensity) beside the common phrase increases. This way, the CSR admin trains the model to give more accurate responses for the CSR to suggest to the customer during the live chat.

Showing and hiding analysis

When a customer enters an utterance, the system suggests one or more suggested replies associated with the common phrase appearing in the customer utterance. The suggested reply simulator provides an option to analyze the associated common phrase's training data, topic, and propensity, when the system displays suggested replies for a customer utterance.

To view the analysis associated with a common phrase's suggested reply, click More action, and then click Show analysis (marked as "1" in the figure below). The system displays a section that shows the View training data link, the Topic field, and the Propensity field associated with a common phrase (marked as "2" in the figure below). Click View training data to view the common phrase's training data (marked as "3" in the figure below).

To hide the analysis, click More actions, and then click Hide analysis.