Training

What are intents?

Intents talk about the user's purpose. Usually associated with an action. They determine what the person is trying to achieve.

Let's imagine the reception of a medical center.

Three different people approach and say: "I want to make an appointment with Dr. Lunza," "I would like to make an appointment for Tuesday," and "Do you have appointments available?"

If we compare these expressions, they are not identical, but they have something in common: their intention.

In the case of the example, we will create the intent "Take a turn" and we will feed it with different expressions to enrich it, since what will determine whether a bot understands a lot/little/nothing depends on the number of different ways of expressing the same thing as the bot can understand.

What are keywords?

Keywords are words that we are going to define as essential or strategic.

We want the bot to identify them and when it does, generate a specific action.

We can answer something in particular, redirect to some part of the flow, or even refer to customer service.

Keywords can also be used in combination with intents to create much more specific responses.

Let's imagine that we have already created the intent "I want to buy" and it redirects to the purchase flow.
Brilliant! Now, the user could also tell us: "I would like to buy chocolate" or "I would like to get ice cream."

In that case, we could create a group of keywords with the different products and thus redirect to a much more specific instance and improve the experience.