Virtual Agent intent and utterance generation overview
- Genesys Cloud CX AI Experience license
To upgrade an Architect flow to Virtual Agent:
- Architect > virtualAgentFlow > Edit permission
To create AI-generated intents and utterances:
- languageUnderstanding > generationIntentsJob > All permissions
- languageUnderstanding > generationUtterancesJob > All permissions
Use Virtual Agent to enhance your voice and digital bot flows with conversational and generative artificial intelligence (AI) capabilities. Virtual Agent allows you to generate intents and utterances for your industry based on a description that you provide. This option helps to save time and effort in building your Natural Language Understanding library. Use this feature in new or existing voice and digital bots flows.
Virtual Agent generates up to 10 intents and 20 utterances at a time. You can adjust, delete, and add more utterances or intents for fine-tuning. Generating more utterances helps to improve natural language understanding. Architect automatically creates reusable tasks that you can configure for each intent.
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.
- To access the option to upgrade to Virtual Agent, you must purchase the Genesys Cloud AI Experience license.
- After you publish and run the flow, Virtual Agent consumes Genesys Cloud AI Experience tokens. For more information, see Genesys Cloud AI Experience tokens metering and pricing.
- The choice to add an industry is optional. You can still use Virtual Agent to generate intents and utterances without adding a specific industry.
Industry names and descriptions
When you optionally add an industry, you can use any name and your own description; however, the following section includes common industry names and descriptions that Virtual Agent compiled via AI.
Industry examples:
| Industry | Example bot | Industry description |
|---|---|---|
| Automotive | Auto service bot | A bot that helps customers schedule vehicle maintenance, provides service pricing, and offers basic troubleshooting for common car issues. It can also assist with any warranty information and recall notices. |
| Banking | Banking bot | A bot that handles common banking queries, account balance checks, transaction history, and basic troubleshooting. It can guide users through simple processes like activating cares or password resets. |
| Food Delivery | Food order bot | A bot that helps customers place food orders, track deliveries, and handle basic order modifications. It can provide menu information, dietary options, and estimated delivery times. |
| Healthcare | Healthcare helper | A bot that assists patients with appointment scheduling, prescription refills, and basic medical information. It can provide clinic locations, doctor specialties, and insurance coverage details. |
| E-commerce | Retail helper bot | A bot that assists online shoppers with order tracking, returns, product information, and size guides. It can also provide personalized product recommendations based on customer preferences. |
| Technology | Tech support bot | A bot that provides technical support for software and hardware products, guiding users through common troubleshooting steps. It can assist with account issues, software updates, and device setup. |
| Travel & Hospitality | Travel assistance bot | A bot that helps customers with booking inquiries, reservation changes, check-in procedures, and travel requirements. It can provide real-time flight status updates and hotel information. |
Intent names and descriptions
You can use any name for an intent name and description; you can also use these examples, or modify them for your organization.
Intent examples:
| Intent name | Intent description |
|---|---|
| Account application | The customer wants to open a new bank account. |
| Account login | The customer has a question or query related to log in to their existing bank account. |
| Branch information | The customer wants information about the bank’s branch or location. |
| Card lost or stolen |
The customer wants to report a lost or stolen bank card and needs assistance. |
| Check balance |
The customer wants to check the amount of money that they have in their bank account. |
| Close account |
The customer wants to close their existing bank account. |
For more information, see Generate intents and utterances based on a description for Virtual Agent and Copilot.
