Generate intents and utterances based on a description for Virtual Agent and Copilot

When you generate intents and utterances, the more context that you provide, the better. For example, “The customer asks about a product’s availability in the online store.” Experienced flow authors likely have a feel for how well the intent performs. Virtual Agent generates up to 10 intents and 20 utterances. You can adjust, delete, and add more utterances or intents for fine-tuning. You can also delete intents and utterances in bulk. Generating more utterances helps to improve natural language understanding. Architect automatically creates reusable tasks that you can configure for each intent.

If you have an existing intent that is similar to the one you just created, then the utterances that Virtual Agent generates can produce confusion with those other utterances in Intent Health. After Virtual Agent generates your utterances, you can edit, update, or delete your utterances. 

Upgrade to Virtual Agent from a voice or digital bot flow

Upgrade each flow individually; you cannot upgrade to all voice or all digital bot flows at once. After you upgrade to Virtual Agent, generate intents, and complete the remaining configuration, publish the flow so that you can use the AI features.

For more information, see Upgrade your voice or digital bot flow to Virtual Agent.

1. Click Admin.
2. Under Architect, click Architect.
3. From the Architect Flows list, select Bot Flow or Digital Bot Flow.
4. Open an existing flow or create a new one.
5. In the upper right corner, click Upgrade to Virtual Agent.
6. In the Upgrade to Virtual Agent dialog box, click Upgrade.

Use Virtual Agent to generate intents and utterances

1. Click Admin.
2. Under Architect, click Architect.
3. From the Architect Flows list, select Bot Flow or Digital Bot Flow.
4. Open an existing flow or create a new one.
   Note: If you open an existing flow that contains existing intents, you cannot generate additional intents with Virtual Agent. To generate intents with Virtual Agent, you must first delete the existing intents.
5. Ensure that the flow is enabled for Virtual Agent. If the flow does not use Virtual Agent, click Upgrade to Virtual Agent. In the dialog box that appears, click Upgrade.
6. Under Natural Language Understanding, click Intents.
7. Click Generate Intents. The Generate Intents dialog box opens.
8. Under AI Prompt, add a description of the intents that you want to create.
   Tip: Add as much context as you can to assist Virtual Agent with compiling results.
9. Under Industry, add the name of the industry for the bot. This step is optional.
10. To generate utterances for the first four supported languages, including the default language, enable the Generate utterances for the first 4 Supported Languages checkbox.
11. Click Generate Intents & Utterances. A message appears at the bottom of the dialog box, informing you that Virtual Agent is generating intents and utterances with AI.
    Note: The process to generate intents and utterances can take several minutes.
12. To generate more utterances, click an intent. The Utterances view opens.
13. Click Generate. 

Add an additional intent and generate utterances

If you create a new or more intent, you can use generative AI to build it. If you leave the description empty, the system generates a blank intent with no utterances. 

1. To add more intents, click Intent. The Add Intent dialog box opens.
2. Under Intent Name, describe the intent you want to create.
3. Digital bot flows only: Under Map intent to a Task, select to map the intent to a new task or an existing task.
   • If you select New Task, then Architect creates a task with the same name as the intent name.
   • If you select Existing, then click the Select Task list and choose the preferred task.
4. Click Next. The Generate Utterances dialog box opens.
5. Add the utterances description. For example, The customer asks about a product’s availability in the online store.
6. To generate utterances for the first four supported languages, including the default language, enable the Generate utterances for the first 4 Supported Languages checkbox.
7. Click Generate Intent & Utterances.

Generate intents and utterances for multiple languages

After you create intents and utterances for the first five languages, you can change the flow to the language for which to add utterances and perform the same steps with Virtual Agent to create them for each additional language.

Use Virtual Agent to generate intents and utterances for up to five languages

1. Click Add Intent.  
2. Under Intent Name, add the intent name. For example, Product availability.
3. Click Next. The Generate Utterances dialog opens. Add the utterances description. For example, The customer asks about a product’s availability in the online store.
4. Click Generate Intent & Utterances. 
5. To generate more intents, click Generate. The Generate Utterances dialog opens. You can use the same Intent AI Prompt or you can change it.
6. Click Generate Utterances. 

Use Virtual Agent to generate utterances for more than five languages

After you create intents and utterances for the first five languages, you can change the flow to the language for which to add utterances and perform the same steps with Virtual Agent to create them for each additional language.

1. Click the language list and select the next language for which to generate utterances.
2. Under Natural Language Understanding, click Intents. The list of generated intents appears.
3. Click an intent name. The Utterances view opens.
4. Click Generate. The Generate Utterances view opens.
5. (Optional) Edit the Intent AI Prompt description or leave the existing content.
6. Click Generate Utterances. Architect builds utterances for the additional language.

Opt out of Virtual Agent

If you revert your flow, Architect removes Virtual Agent functionality from your flow and you lose access to previously configured Virtual Agent settings. Then click Revert. You do not lose the intents or utterances that you already built.