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.

While this article pertains to both Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows, 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.

Genesys Dialog Engine bot flows intents

The bot flow intents appear in the right side of the page. Here, you can add, edit, or remove intents. You can also import intents from the intent miner.

Add or click an intent. The intent opens to the Utterances page. Here, you can add, edit, or delete utterances and also assign words or phrases to slots.

Click the image to enlarge.

NLU Utterances page

For more information, see Work with intents in a bot flow and About Genesys Dialog Engine Bot Flows.