Model Questions

A model question is any question, phrase, or a single word that you want to group within an intent. You can think of model questions as different ways of asking a single question. All of the model questions in an intent should be answered by the articles that you link to it.

For example, to provide customers with a consistent and helpful user experience when they ask about paying their bill, you might want to create a bill inquiry intent. Model questions, phrases, and words in a bill inquiry intent might include the following:

• When is my bill due?

• How much do I owe?

• What is my balance?

• Bill payment

• Balance payment

• Bill

• Balance

• Payment

The idea is to include as many model questions, words, and phrases as you need to match the full range of customer questions about billing amounts and payment deadlines.