Add Intents and Utterances
The thread uniting How are you today?, Hello!, Hey, fella! and Hi! is that all of them are variants on the same theme, namely "greeting." In the terminology of virtual agents, the variants are utterances and the theme an intent.
The second step in setting up a virtual agent is to list user intents and utterances. Although a minimally functional agent can work with only four intents (greeting, goodbye, a use case, and exception handlingIt means managing an unforeseen scenario. Such as when a user starts being aggressive or cracks a joke or ask a question not related to your organization's business.), it's recommended to keep their number commensurate with use cases. If the virtual agent is going to answer to 50 kinds of queries, then the recommended number of intents is 50 + 3; the latter for greeting and bidding farewell.
There are three ways to add intents:
- Add intents one at a time
- Import intents
- Accept SearchUnify-suggested intents
Utterances are the words, phrases, and sentences customers employ to express intents. The more utterances are there in an intent, the higher are its chances of being recognized. The virtual agent needs at least five utterances for each intent to function, but it's recommended to add way more than that, which can be done in one of the three ways:
- Add utterances one at a time
- Import utterances
- Accept SearchUnify-suggested utterances
Get to the Intents Screen
You will be on the Intents screen.
Set a language the virtual agent. The utterances, intents, entities, and conversations ought to match the selected language for consistent user experience.
There are three ways to add intents.
Method 1: One Intent at a Time
Upon clicking Create New Intent, a dialog appears. Enter a label in the Intent Name field, a summary of what it is about in Description (60 characters), and click either Save or Save and New depending on what you intend to do next.
Method 2: Add Intents in Bulk
Click Import Intent and select the file where the intents are stored. Only CSV files are accepted. For the format in your CSV file, check Download Sample.
Add an Utterance
There are three ways to add an utterance.
Add as many utterances as possible.
If you want to capture the intent "HOW TO ADD A CONTENT SOURCE?", you can add the following utterances: (1) add content source, (2) configure content source, (3) content source configuration , (4) content source addition , (5) how to add a content source, and (6) how to configure a content source. You will notice that a few keywords repeat in these utterances, such as add, configure, and content source.
The repeating keywords train your virtual agent, enabling it to capture an intent from a large number of utterances with the correct keyword.
Method 1. One Utterance at a Time
You can insert entities in your utterances. The entities can be admin-defined (custom) or fetched from the system you're using. Here's what an intent with custom entities looks like.
Method 2. Add Utterances in Bulk
Click Import and select the file where the utterances are stored. Only CSV files are accepted. For the format in your CSV file, click .
Method 3. Accept SearchUnify-Suggested Intents
When you accept SearchUnify-suggested intent, all the utterances contained thereof are also added. For details, consult Method 3: Accept SearchUnify-Suggested Intents.
Last updated: Friday, November 27, 2020