Q&A responses within the CMS can be marked as Contextual, meaning that they may change based on the context of the conversation. This provides candidates with a smoother conversation flow when asking questions around your Q&A topics.

Use cases

• Teams who want to answer candidate/employee questions based on context versus a defined response.
• Teams who use contextual conversations, but have some sensitive intents that they want to make sure are sent verbatim, without any change.

Best practices for implementation

• Defined intents are usually intents regarding legal issues, inclusion policies, and generally things the company wouldn’t want to be interpreted in any way different than the way they’re written in the CMS.
• However, having too many defined intents may restrict the contextual conversation to send mostly defined intents; therefore, it’s recommended to have the few sensitive topics as Defined but not more than these intents.

Contextual vs. Defined responses

Q&A responses within the CMS can be marked as Contextual or Defined and processed accordingly by your AI Assistant during their conversation with a candidate or an employee.

• Contextual responses – The responses that will be adapted to the context of the conversation, using Contextual AI (using LLM). They will likely be changed when sent to a candidate or an employee. This is the default selection.
• Defined responses – The responses that will be sent exactly how they are saved in the Answer value (using NLP). This is the type of response provided to candidates/employees when the above Product dependencies are not all enabled.

Update response type

All topic response types will be listed within the assistant responses list in the CMS for an easy reference. To update this response type,

1. Click into the preferred response from the Candidate Q&A or Employee Q&A list.
2. Update the selector in the top right corner of the Answer tab to either Defined or Contextual. 
3. Save the page.
4. Publish the Candidate Q&A/Employee Q&A response list.

Media + intent logic

Media content can be added to both contextual and defined Q&A responses from the Collection tab. The following logic will then apply.

• Media will display to candidates in conversation when the intent is triggered.
• For contextual responses, media content will only display when the confidence score is higher than 85%.

Permissions

Access to enabling/disabling these message types is based on users who have full access to the Content Management System permission, which includes Paradox Admins, Company/Account Admins, and Franchise Owners by default.