Botmaster : Transcript Questions

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1

Hi Team:

Could you please review the following Botmaster related questions and provide your input?

  1. How long would the transcripts be available in Botmaster?
  2. Can the transcripts be downloaded?
  3. If yes, would it be one at a time or can multiple transcripts be downloaded at a time?
    4.Is extracting transcripts a manual process or can an API be used to extract this data?

Thank you,
Sankar.

2

1. How long would the transcripts be available in Botmaster?

Transcripts can be saved indefinitely (for periods longer than a year) or purged periodically. There are options to comply with GDPR and similar regulations to immediately delete transcripts or classify them so as not to be saved.

2. Can the transcripts be downloaded?

Yes, “[e]xporting transcripts is beneficial in analyzing the intents with low confidence that might need changes to improvise the functioning of the virtual assistant. Users with the Botmaster Analyst role can export the transcripts. Users can also adjust the number of rows to be viewed at a given time by selecting a value from the Rows per page dropdown.”

3. If yes, would it be one at a time or can multiple transcripts be downloaded at a time?

Multiple transcripts can be downloaded and filtered - “[u]sers with the Botmaster Analyst role can export the transcripts. Users can also adjust the number of rows to be viewed at a given time by selecting a value from the Rows per page dropdown. You can adjust the Rows per page setting to export a maximum of 150 intents at a time.” Additionally, with the Botmaster Analyst role, “[u]sers can also filter the fields on the Transcripts page to view the specific fields relevant for them. More than one field can be filtered at a given time.”

4. Is extracting transcripts a manual process or can an API be used to extract this data?

The chat transcripts themselves are automatically scraped from customer chat interactions and “[t]he entire chat transaction with the Virtual Assistant can be viewed in Botmaster. The transcript page displays the entire conversation to allow for in-depth analysis of the chat interaction with the Virtual Assistant and the filters can help users analyze and assess the areas that need improvement.” The actual downloading / exporting process of transcripts is manual, but very easy to do.

  1. From the Navigation menu, browse to Transcripts.
  2. From the Assistant dropdown menu, select a bot.
  3. Click the checkbox to select the rows (details) to export.
  4. Click “Export”.
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Thanks very much Alex for the detailed explanation!