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Tuning Thresholds for Your Knowledge Base Model

The knowledge base benchmark is the best way to predict the performance of your knowledge base model in the call center run time environment. When you finish making the corpus adjustments, as determined by the benchmark results, your next step is to adjust the category thresholds. Each of the categories has a target accuracy to simplify this process.

To tune thresholds for your knowledge base model

1. Navigate to the Knowledge Base Analysis Tab.
2. Set the target accuracy of each category with either the arrow keys or manually percentage values.
3. With the modified category selected, click the 'Calculate Threshold' button.
   1. This will set the Confidence threshold to a level so that, based on the benchmark results, the accuracy of entries above the threshold will meet or exceed the target accuracy.
   2. If the Confidence Threshold sets itself to 100%, this means that Target Accuracy can not be achieved.

      NOTE:  You must select the Push Changes option to commit and save the changes to a category. When you select the Reset option, all of the categories will revert to their current state in the Smart Answer Server.

4. Click the Calculate Expected Accuracy button.

   NOTE:  This may take a few minutes to complete for a large corpus.

5. Inspect the results the Expected Accuracy Results.
   1. Actual Accuracy of each category is the accuracy of benchmark results above the confidence threshold.
   2. Exceeds Threshold of each category is the percentage of benchmark results that are above the confidence threshold.
6. Select Push Changes to save the changes of all categories to the Smart Answer Server.