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.
- Click an intent. The intent opens to the Utterances tab.
For more information, see About Genesys Dialog Engine Bot Flows.