Diagnose fallback logs with Five Whys
Use Five Whys to identify a fixable root cause behind repeated fallback events.
The HR bot repeatedly fails on "I need my letter." Keyword patches help briefly but do not hold. Ask why until the symptom becomes a fixable design cause. The common trap is adding synonyms to the NLU model before understanding why users are vague. Why 1 Why does "my letter" fall back? Because the bot requires a specific document type. This identifies the immediate mismatch between user words and system categories. Why 2 Why do users not give the document type? Because the portal and managers use the generic word "letter." The vocabulary problem is bigger than one missing synonym.…
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