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

1. Click Admin.
2. Under Architect, click Architect.
3. From the Architect Flows list, select Bot Flow or Digital Bot Flow.
4. Click Add. The Create flow dialog box opens.
5. Add a meaningful name for the flow.
6. Under Description, enter a meaningful description for the flow.
   Note: Virtual Agent uses this description to create utterances.
7. Select a default language and a division, or leave the default settings unchanged.
8. Select the Enable Virtual Agent check box.
9. Click Create Flow.

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.
5. In the upper right corner, click Upgrade to Virtual Agent.
6. In the Upgrade to Virtual Agent dialog box, click Upgrade.

For existing voice or digital bot flows that do not have flow or intent descriptions but include previously created utterances; for example, in an existing flow that you created without Virtual Agent, you can use Virtual Agent to generate a description. In cases where descriptions do not exist, Architect returns a validation warning to inform you that you do not have a description in the intent. However, you can still save and publish the flow.

You can generate a description for an existing intent with the help of AI if the respective intent did not have a description before.

1. Navigate to the Natural Language Understanding (NLU) tab.
2. Click Intents.
3. Select the intent that you want to generate a description for.
4. Click Generate description. 
5. Note: Description generation can take a few minutes.

Example

• In this example, the intent appears in an existing digital bot flow and the flow author did not create a description. The Generate Description button appears. 

• After the flow author clicks Generate Description, Architect uses AI to build a description based on existing 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 other 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.
6. Under Natural Language Understanding, click Intents.
7. Click Generate Intents. The Generate Intents dialog box opens.
8. Under Intent Description, review the description of the intents that you want to create and modify it or leave the description that you added when you created the flow unchanged.
   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. 

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 other 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.
6. Under Natural Language Understanding, click Intents.
7. Click Intent. The Add Intent dialog box opens.
8. Add a meaningful name for the intent.
9. Under Intent Description, 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.
10. Under Map intent to a Task, perform one of these steps:
    • Select New Task. Under Add Task, enter the name of the reusable task that you want Architect to create.
    • Select Existing and under Select Task, choose the existing task that you want to use. 
11. Click Generate. A message appears at the bottom of the dialog box, informing you that Virtual Agent is generating the intent with AI.
    Note: The process to generate intents and utterances can take several minutes.

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

Note: You can add more utterances, but Architect does not display user-generated utterances with the Virtual Agent symbol and does not remove or modify them if you generate new 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.

In this example, the bot flow has 10 supported languages: Catalan, Danish, Dutch, English Ireland, English United States, French, German, Hindi, Japanese, Korean, Turkish, and Ukrainian.

The first time that the flow author generates intents, Architect returns intents and utterances for English (default), Catalan, Danish, German, and English Irish, based on the language locale. Notice that Dutch is not included, because the language locale is lower in alphabetical order. 

However, if the flow author changes the flow to Dutch, they can open an intent and then use Virtual Agent to generate utterances for that language.

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. 

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.

Virtual Agent automatically creates reusable tasks for each intent that you create. You can access and modify the task by performing one of these steps:

• Next to the intent, click More . From the menu that appears, click Go to Task.
• From the Architect menu, under Reusable Tasks, click the task that you want to edit.

To edit an intent, next to the intent, click More . From the menu that appears, click Edit.

• If you edit the Intent Description only and regenerate utterances; for example, change “Order a coffee” to “Order a coffee and a pastry,” then Architect only updates the utterances that Virtual Agent created, not the ones that you create. User-created utterances are always preserved, and never affected by AI generation.
• If you edit an intent name only, the option in the Edit Intent dialog box is Save. If you edit the intent name and description, then the option in the Edit Intent dialog box is Generate. When you click Generate, Virtual Agent creates utterances based on the updated description.

To edit an utterance, click the name of the intent that contains the utterance to modify. Then, click Utterances to expand and view utterances associated with the intent. Here, you can edit the utterance directly, map slots to an utterance, and add or delete utterances. 

To edit an utterance, click the name of the intent that contains the utterance to modify. Then, in the intent details view, click Utterances to expand and view utterances associated with the intent. Here, you can edit the utterance directly, map slots to an utterance, and add or delete utterances.