Building from Intent

A traditional feature which allows the users to build the knowledge base within ReplyCX for FAQs.

Below are the steps to create the Intents:

1. Create an Intent:

   Click on ‘Add Intent’ & configure the following elements:

   • Title: Provide the name of the intent or title of the intent. For instance, if the intent focuses on addressing the queries related to product return policy, you can provide the name of the intent as ‘product_return’.

   • Training Phrases:

     Provide the questions that the visitors can possibly ask the bot in regards to the intent. For instances questions like ‘What is the return policy?’ etc.. It is recommended to provide at least 5-7 questions for the bot to be accurate.

   • Response:

     Define the response in the space provided that the bot will send out the visitors whenever the phrase from the intent is triggered by the visitor. You also have the ability to share the file along with the text.

2. Saving the Intent

   Click on ‘Save’ to save the intent and for the bot to start training itself.

   Users have the ability to create multiple intents at a time. However, for the bot to be effective in responding back to the queries, it is recommended to have a minimum of 2 intents.

3. Connect with the bot Once the AI Model is successfully trained, head back to the Bot Builder section to build the bot flow. To connect it with the AI Model, you will need to use the ‘AI Model’ action block.

4. Keep it updated

   Sometimes it does happen that the visitors are asking the questions which the bot is not trained on. ReplyCX keeps tracks of those questions received from the visitors and users can further train this bot to answer these questions.

   There are two methods to train the bot on these questions:

   1. Add to the existing intent:

      In order to add intent to the existing intent, the user can click on ‘Train Existing Intent’. When you click on this, a new window will pop up. You will have to search for the intent in order to add to it.

      Once you click on ‘Add’, it will take you back to the ‘Intent’ screen where the phrase will be added and you will need to click on ‘Save Intent’ to train the bot.

   2. Create new intent:

      You can create the new intent as well just by clicking on ‘Create new intent’.