Intents
Last updated
Last updated
Only the Producer and the Developer roles are allowed to manage intents.
When automating human conversation, understanding of the user's intent is key. Giving the right answer to the wrong question is biggest mistake made by bots today, hence identifying the intention of the user message is the biggest challenge.
The DialoX platform offers a special section to manage all the intents that are relevant for your app.
The system differentiates between global and local intents. The local intents can be recognised by the circle icon in front of the row, see done and talk to someone in the above example. The other icon indicates the intents are defined as global. The differences are:
Global intents These intents be used to picked up from anywhere in the conversation, even if the conversation was ongoing about anything else, e.g.: "What are your opening hours?", "Can I speak to an agent?". Global intents are used in global triggers:
Local intents These intents are specific to a certain dialog or question (prompts or asks). For example when someone says "Yes", "No", or "8:00 PM". These kind of replies are always tied to a question or part of a dialog, and cannot be acted upon without any context. Hence these are called local. Local intents are used in local Ask nodes in your flow. This can be in labelled, or dialog trigger links:
The DialoX platform supports multiple AI intent providers for classifying user intents. The three mostly used providers are:
LLM; using the Openai chatGPT 4o mini model to classify intents using mainly a label and description (and optionally positive example utterances)
Q&A; using the opensource library called Bert to classify intents using positive and negative example utterances. See
Google Dialogflow, advanced DialoX users can connect their own Dialogflow agent
The LLM provider is the most commonly used model that requires no training at all, just a label and a description and even outperforms the Q&A provider as well as Google Dialogflow and is therefore the default choice.
Right now you still have the opportunity to switch back and forth between the legacy Q&A intents and the new LLM intents.
When switching to LLM intents, we automatically generate a description for each intent in case there was none yet. As mentioned before, the description plays the lead role in classifying the intent.
If you want to revert to the legacy Q&A intents, click on the "revert" icon:
