Before you begin creating intents, you might want to understand or research and write down ‘topics’ or ‘scenarios’ you want the virtual assistant to cover (what queries users may need help or support with, et cetera), and what your VA will be able to handle realistically.
Once you have a rough idea of topics for the Virtual Assistant, you’ll need to teach it about user intentions by creating different types of Intents.
The examples that you provide will be used by the Virtual Assistant to recognize similar instances of the same example through machine learning.
The intent that you create can contain only hyphens, underscores, letters, and full stops:
(A-Z, a-z, -, _, .) and no other character. Any other special character is not allowed.
Creating an intent with Workativ Assistant’s Virtual Assistant is very easy. Simply head over to the Intent section and click on Create an Intent to create a new intent.
1. Enter a Name and Description (though this is optional, we recommend you fill these), click on Create
2. You will be redirected to the Intent details page to add examples to the Intent.
Note: You’ll need to enter at least one example or add 5 different examples for your intent to get better results. If you do not add an example, you can still save the intent, but you will be prompted to add an example every time you enter the intent detail page. The more examples you provide for your intent, the better and quicker your Virtual Assistant’s responses will be. For example, if your employee wants to unlock their account, an example can be “I want to unlock my account.” This one example may not always be enough because different users have different ways of phrasing the same thing, and hence it is always better to include more examples, like “my account is locked,” “I’m unable to login to my account,” “can you unlock my account,” et cetera.
3. By default, you’ll be prompted with a text-input pop-up to enter your example. Alternatively, you can also click Add to add a new example within the intent. You can also add more examples if you wish to through the Add More option.
4. Any string that you enter within the example field can be up to 1024 characters in length.
5. Please note that the example field cannot be left blank for it to be recognized by the Virtual Assistant. Ensure that you enter an example before you click on Save.
6. A basic example of a greeting intent can be:
- Hi there!
Note: Follow the same procedure when you wish to add more intents. Remember to organize your intents in a way that you will be able to find it. This means that you shouldn’t be adding examples for unlocking a user’s account inside a greeting intent.
7. Once you’re done adding user examples and move on to another module, the Virtual Assistant begins to train itself to recognize more such examples to provide a more enriched experience.
Important Points to Consider
- As mentioned before, it is very important to give examples that are like what users will type. This can be done by researching existing data and implementing the same.
- Your examples can be grammatically correct if you know that your users’ examples will be grammatically correct. If you feel that you will encounter a mixed bag of user inputs, you can include more than one iteration of the same example, that is, one with punctuations, proper grammar, and one without. This will increase the detection accuracy of the Virtual Assistant.
Once you’ve finished creating your intents, you can map them to a dialog flow and test it out in the Try Me to see if the intents and the examples you’ve provided to it work as you’d expect it to. To know more about Dialogs, check out Dialog Section.