Ways to troubleshoot your tags in Lang.ai

Different actions can be done in the Lang.ai platform to troubleshoot a tag. These following actions include:

Negating Intents or words from a tag can be helpful for troubleshooting if the tag is capturing tickets it was not intended to capture. For example, the tag login_issues was not intended to capture tickets related to connection issues.

Negating the Intent connect in the tag login_issues will prevent the tag from capturing similar tickets like it in its category.

An Intent or word can also be removed from a tag for troubleshooting if it skews with the tag’s accuracy rate. To remove an Intent or word in a tag click on the “x” to the right of it.

Creating another tag with an existing tag’s name can be helpful for troubleshooting if the original tag is not capturing tickets it was intended to capture. For example, the original tag login_issues was intended to capture tickets with password reset requests, but the rule below only applies to login issues.

Creating another tag with the same tag name as login_issues allows the user to troubleshoot the tag by adding a new rule to the tag with the same name.

For example, the tag with the same name as the login_issues tag has a new rule that connects the Intents password AND reset together.

Adding new Intents or words to a tag can also be helpful for troubleshooting if the tag’s capture rate is too broad and not specific. For example, the tag paypal_linking was intended to capture tickets related to linking paypal accounts, but the tag’s capture rate is too broad.

Adding the Intent connect→paypal and the keyword paypal to the tag will make the capture rate more specific.