Intents overview

Intents describe a goal or task that a user wants to do, such as track a package or book a cab. A user interacts with a bot to resolve their intent. Make sure that the bot identifies a user’s intent accurately, based on their input.

A user might say: “I need a room for tomorrow.” or “I want to book a room for tomorrow.” The intent of the user is to book a room, though the phrases that they use to convey the intent are different.

This video describes how intents work in Genesys Dialog Engine Bot Flows:

When creating intents for your bot, try to create one intent per activity. Let’s say your bot is in a gaming domain, and your bot can tell players about their points or book them a table at one of the casino’s restaurants. It is a good practice to create one intent for points balance and one intent for booking a table.

Access intents from the Natural Language Understanding menu

You can view and manage intents, utterances, slots, and slot types from the Natural Language Understanding menu.

  • Under Natural Language Understanding, click Intents.

 The bot flow intents appear in the right side of the page. Here, you can add, edit, or remove intents.

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  • Click an intent. The intent opens to the Utterances tab.

Here, you can add, edit, or delete utterances and also assign words or phrases to slots.

Click the image to enlarge.

For more information, see About Genesys Dialog Engine Bot Flows.