Overview

The Intents module enables the system to detect predesignated concepts from the customer's interactions with the bot or the agent. Once an intent is recognized, the system can tag the conversation, suggest a knowledge-base item in response, or direct the bot to a specific step.
In general, the more feedback you give the system about what is relevant to the intended concept and what is irrelevant, the more accurate the detection of the Intent will be.

Create a New Intent

After activating the Intents module on the Settings page, you will be able to create new Intents that the system will need to learn. In the first stage of the Intent creation, the user is asked to enter ten sentences that reflect the new Intent. In later stages, the system asks users to accept relevant customers’ communications and reject irrelevant ones. This process guides the system in fine-tuning its recognition capabilities.

1. Navigate to Settings > Intents and click the + New Intent button.

2. Enter the Unique name of the Intent (English letter only, no spaces), the Intent Name, select a language, and click Save.
   

3. Enter ten sentences that customers may say that reflect the new Intent using keywords that are relevant to the Intent.
   Example: For the intent New Driver (car insurance policy), add sentences such as “How much does it cost to add my son to my car insurance policy?”, “My daughter is 18 and just got her driving license. Can I add her to my policy?” etc.
   

4. The system's ongoing learning process does not require immediate attention. Visit the module from time to time to see different suggestions the system came up with and verify or reject the relevancy.
   
   After selecting New Driver (our example) from the list of Intents, you may see a customer’s communication related to this intent. Click the Thumbs-Up icon if the statement is relevant or click the Thumbs-Down icon to mark it as irrelevant.
   As the system learns to recognize the intent, the level of the intent increases, as indicated in the 3rd column of the Intents board.

5. Optional: Add a knowledge-based item that will be suggested to the agents once the Intent is triggered. Click on +Add to open the items menu (screenshot above) and click on the desired items.
   
   
   

Using Intents to Tag Conversations

Once the specific Intent reaches level 3 (Out of 4) of training, the system can tag conversations every time the Intent is identified.

To activate the tagging of the Intents, navigate to the specific channel and activate the Intents section.

Note that not all types of communication channels have the Intents capability and that only after activating the module will you be able to see the Intents Tagging activation toggle in the channels (where available).

Using Intents in Flows (Scripts for Bots)

When the bot recognizes that the customer belongs to a specified group or is looking for a service or product that was set as an intent, the flow will automatically go to the step with the preceding Intent settings.

Add an Intent

1. At the Flow builder, open the relevant Flow or a new one.
2. Add a Say step to any part of the tree and call it Intents.
3. Expand the Intents & Keywords at the lower part of the Properties Panel and select the required Intent(s) from the list of Intents.
   

The Intent will be listed in the pane.

Note the Brain icon before the Step. When customers type free text related to the intent- the flow will jump to this step and continue at this branch.

Add a Tag

1. Open a new Say step at the same branch of the Intent or use the same step.
2. Expand the Tags section, click the +Add Tag icon, select the desired tag from the listed tags, and click OK. (To learn more about Tags, click here.)
   

Note that the Say step will now have a tag icon on it.

Add a Jump or a Forward Step

Once the customer’s intent is known, we can send the customer to a different section of the flow that deals with the topic at hand (New drivers in our example).

Add a new Jump step to this branch to send the customer to a different step.
You may specify a different flow in the Jump step to send the customer to a different one dealing exclusively with new drivers (for example).

Add a new Forward step to end this flow and send the customer to an agent in a specific channel.

Using Intents in BI Reports

Clients that have the Custom BI Dashboards capabilities can identify intent tags in the Conversations board to learn how many customers belong to the specific intended group.