Keywords and Questions
You may find that your customers ask the same question in many different ways - and so the bot won't have the exact question/answer match. Please note that the bot is not case sensitive so the arrangement of capital/lower case letters is immaterial.
As your bot's answer database grows your bot will grow smarter too... We've built in a 'close match' question algorithm that works behind the scenes to provide answers to questions that are NOT already in your answer database. If your bot doesn't have a pre-programmed answer to the exact question it searches its answer database using this algorithm to find the best match and provide an answer.
It does this by attempting to match "keywords". If it finds a question that contains at least 3 matching keywords, it will provide this answer.