<aside> 💡 Note: Ensure you are familiar with UI Builder Fundamentals before reading.
</aside>
After defining your key scenarios, the next thing to consider is how people will interact with them.
This is where intents come into play. You can think of the intent as being the underlying action a person wants to perform with your conversational AI application. It's important for your solution to be able understand the persons underlying intent as failure to do so can result in a sub par experience with your conversational AI.
For example, consider the following utterance from a person interacting with a chatbot:
I would like to book a flight to Spain
An underling intent for this type of utterance could be defined as BookFlight.
The best place to start when defining intents is to look back at your key scenarios and how people currently interact with data and/or processes. So, using the key scenario from before:
| Existing Data | Salesforce CRM, Telephone and IVR records, customer queries, Google Analytics |
|---|---|
| High Value Process | Customers regularly calling to query account data |
| Key Scenario | FAQ for Top 5 Customer Queries |
| Why this a Key Scenario | Free up agents on our help desk to handle more complex queries |
We can arrive at the following intents:
| Scenario | Top 5 Customer Queries |
|---|---|
| Intents | - Check balance |
You don't need to capture every imaginable intent in one sitting. Start off small. This will be an iterative process.