Define an intent
An intent represents what a user wants to do. When a user says something, the bot identifies the intent. The key pieces of information within the user's statement are called intent parameters.
Understanding
An intent represents what a user wants to do. When a user says something, the bot identifies the intent. The key pieces of information within the user's statement are called intent parameters.
Recommended approach
How is the current conversation flow started? Does a user's statement trigger it?
In some cases, the bot starts the conversation flow, not the user. For example, in an outbound call scenario, the bot greets the user after the call connects.
How should you define user expressions? From what perspective?
Always start from the user's perspective. Think about how a user would describe the intent and the different ways they might phrase it.
How many completely different expressions can a user use to start the conversation flow?
For example, "I can't log on to my computer" and "My laptop password is wrong" express the same intent but share almost no common words. Expressions that seem similar to humans can appear very different to a bot. Prioritize teaching these types of expressions to the bot.
Does the expression need to be exact, or is an approximation enough?
In some scenarios, expressions must be exact, such as passwords or order numbers. In these cases, select the Strict match option. If a similar expression is acceptable, do not select the Strict match option.