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Intents and Insights (and a few small discuss too)


Staff member
Mar 22, 2024
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Flip the change. Maintaining each superior function that we have already got, Activechat is now one of many easiest-to-use platforms for good pure language bots.

If you happen to’ve ever been confused by the superior options of our visible chatbot builder, it’s time to loosen up. With our latest “Intents and Insights” launch, your good AI agent is prepared in minutes and retains enhancing endlessly. Watch the video for a brief (10 min) demo or maintain studying!

Watch the 10-minute demo of Intents and Insights


The intent is one thing that your buyer desires to attain. It may be a query, concern description, request, order, or some other motion that requires what you are promoting to reply. In Activechat, you’ll be able to outline hundreds of various intents, and every of them will likely be performing one among these three actions:

  • Easy response – to supply an on the spot reply that doesn’t require any additional motion (like in “What’s your opening occasions?”)
  • Set off ability – launch a complicated sequence of actions that will embrace extra inquiries to buyer, accessing your CRM or database, processing knowledge, and so forth. Matches finest for duties like appointment setting, lead era, checking order statuses, accessing stability, and so forth.
  • Begin stay chat – select this selection to deal with the dialog to a human agent for complicated requests that are troublesome to automate.

To outline your intents, open “Automation – Intents” within the bot menu. That is the place you checklist phrases that your clients could also be utilizing when messaging what you are promoting. When you seed every intent with 5-10 phrases that your clients might use to explain it, the pure language understanding engine will begin guessing comparable phrases and set off the intent even when the shopper re-phrased it or mistyped.

Intents may be organized into teams and sub-groups. For instance, within the banking area, you might have an “Account actions” group with “Checkings” and “Financial savings” subgroups for various account sorts.

Small discuss​

For some bot languages, we’ve launched a set of “small discuss” intents into your agent template. These intents maintain the dialog human-like, with phrases like “How are you?”, “Are you a bot?”, “Are you able to assist me?”, “I’m feeling unhappy”, and so forth. To edit these intents (or take away fully for those who don’t want it), open the “Small discuss” class within the intents tree.


Please be aware that while you begin build up your intents, some phrases from the “Small discuss” part could also be conflicting with phrases that you simply use in different intents’ definitions. If this occurs, contemplate eradicating a few of your Smalltalk intents.


Intents are good, however how are you aware which phrases your clients use? Most conversational designers will likely be guessing that or digging into particular person chat transcripts message by message. We simplify that course of by grouping all messages despatched by your clients inside a particular time interval into “matters”. Every of those matters will include messages that appear much like our AI. All that’s left to do is tick some checkboxes and add these phrases to the definition of particular intent.

Go to “Automation – Insights” within the bot menu and select the supply of your Insights. It may be both of:

  • Chat historical past – for conversations which are already taking place in your web site (in case you have our chat widget put in)
  • Zendesk chat transcripts – to import messages out of your Zendesk account
  • Textual content file – to import messages from plain textual content recordsdata (one message per line)

Simply tick the bins so as to add new phrases to intents

These instruments, mixed, could make the method of constructing your good AI agent and automating your routine buyer care duties straightforward as by no means earlier than. Simply flip the change within the bot settings to vary the default NLP engine from “Dialogflow” to “Intents and Insights”.

If you wish to use “Intents and Insights” engine in your current bot, observe these easy steps:

  1. Go to the “default” ability, delete every part besides the “CATCH” block and join NLP block to the CATCH (don’t thoughts the error message)
  2. Add the “_default_fallback” ability that will likely be triggered if not one of the intents was detected.
  3. Add the “_start_live_chat” ability for human escalation intent.
  4. Go to bot settings and flip NLP engine from Dialogflow to “Intents and Insights”
  5. Run the bot.
  6. Add some other intents chances are you’ll want…
  7. Take pleasure in!

Once more, these steps are required provided that you’re changing an current bot. When creating new bots from scratch, you’re good to go immediately!
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