Note: This feature is currently available as part of an Early Access Program (EAP). Please reach out to your CSM to enable it on your account.


Customer needs and feelings aren’t always spelled. They like to be heard and prefer more human and personalised conversations. With Intents from Freshworks, you can create human-like bots that are an extension of your support teams, encouraging such natural and free-flowing conversations. 


TABLE OF CONTENTS


Terminologies

To understand how we can deliver an enhanced chatbot experience, let us understand a few terminologies -


Utterance

An utterance is what a customer inputs in the text field when chatting with the bot. Any question or comment from the customer could be considered an utterance. A few examples of utterances are - 


‘I am unable to login.’

‘What are the payment methods available?’

‘Where can I find more information on your service?’


Intent

Intent is the goal/intention with which a customer is chatting with the bot. For example, the customer requests the chatbot, “I want to cancel my order.” Here the intent is order cancellation. The same intent can be shared across utterances from customers -


‘How to cancel the order?’

‘I don’t want this product.’

‘Where can I cancel my order.’


The goal in all these utterances is to cancel the order.


How can intents help you?

Intents allow you to setup up and map frequent customer questions and utterances to existing bot flows. If the bot detects a particular intent, the customer is directed to the relevant bot flow, providing personalized and contextual support.


Customers no longer have to go through lists, menus, or structured flows to seek answers. Understanding the correct customer intent can help direct the customer to the relevant flow directly and seamlessly. A quick and personal bot resolution can positively impact customer satisfaction and delight. Allowing bots to understand and respond based on context reduces the need to transfer bot conversations to agents. It improves support processes and agent productivity and saves cost. 


A quick guide to setting up Intents for your bot

  • Login to your Freshchat account instance as an Admin
  • Click on Bots in the left navigation column. Select the required bot or template from the bot list and click Flows > Build from the menu. Make sure you’re setting up Intents for the latest version of your bot.
  • Choose the parent flow to which you like to add Intents. Click on the Map Intents icon next to the parent flow title to open a left navigation bar.


 

  • The right navigation bar gives you templates of intents from various industries. You can filter, explore and edit these templates as per your requirements or create a new intent tailored to your needs. 

  • To start afresh, click on New Intent. You can also add a new intent by typing the Intent name in the Search Intent box. Based on the search text, similar intents appear as a list, and you select them to add new utterances. You can click the Create message to add this new intent if there are no similar intents.



  • Give a name to the Intent and add at least 5 utterances to map your intent to the selected flow. Follow the best practices to ensure the bots are trained well for any utterance from the customer.

  • Once you have configured the intent and the variants, you can map it to the Flow by clicking Save & Map to Flow


 

  • Use the Add utterances button to keep adding multiple new utterances to this intent. 

  • The bot builder also provides validation for the utterances you add. You will be notified if you add the same utterance more than once or if an utterance is better suited to another existing intent. You can perform quick actions such as Move to and Ignore to ensure the utterances are mapped to the correct intent.



  • To add  intents to your existing flows, you need to:
  1. Change a directional question to an open-ended question. An example would be changing ‘Hi, Please choose from the following options’ to  ‘How can I help you today?’

  2. When an open-ended question is asked, we mandate that this should be the last dialog of the flow so the natural language processing models such as Intents can trigger. Hence, when adding intents to the existing flow, if there are any further dialogs after the open-ended question, move all dialogs following the open ended-question to the subsequent flow to ensure Intents are triggered.

  • You can even maintain multi-language intents. Click on the language drop-down and select from your configured languages to create intents in that language. Maintaining translations of the primary language utterances is not mandatory as the bot is language agnostic. Instead, you can add specifically used utterances in supported languages as per your need.


 

  • Once saved, training your bot with the added intents is essential. Click on Train Intents to train your bots to learn from the new utterances. Your bot will also be trained when you Publish the bot flow.




Other helpful articles


Retrain Natural Language to improve bot performance

Best practices for setting up Intents