An airline baggage agent apologizes whenever a customer says bag or luggage. Those words are trigger phrases on the fallback topic, and the baggage guide is already connected as knowledge. What should the architect change?
Select an answer to reveal the explanation.
Short Explanation
The apology is jumping the line because the words bag and luggage were pinned to the fallback topic. You take those phrases off the fallback so the connected baggage guide can answer, and you keep the fallback for a true miss. A longer apology still claims the question.
Full Explanation
A fallback topic is the path for a question that knowledge could not answer. Putting bag and luggage on it makes those words claim the turn, so the connected baggage guide is never used and the customer hears the apology. Removing those phrases lets the knowledge source reply from the baggage guide and leaves the fallback for a question that truly matches nothing. Deleting the baggage knowledge source makes the apology the only possible reply and throws away the guide the agent was given. Publishing the same agent to a second channel copies the same trigger phrases into another place, so the guide is still skipped there. Lengthening the apology makes the wrong path more polite and still lets those phrases claim the question. Exam caveat: a connected knowledge source does no work while a fallback trigger phrase ends the turn first. Operational check: ask a baggage question that is in the guide and confirm the reply uses that guide, then ask a question that is not in the guide and confirm the fallback is what remains.