6Building Intents

About Intents

Intents are dictionary objects that can be used to determine how Knowledge Advanced interprets and responds to user questions. An intent represents a set of questions that are related to one another and linked to articles that provide an answer. When you use intents, you have stronger control over what search results customers see, ultimately guiding customers to articles that best answer their question.

You create intents and link them to Knowledge Advanced articles to do the following operations.

  • Return the best possible answers to common user questions.

  • Return specific results to satisfy users questions and your company‚Äôs needs.

  • Group various questions under one common intent and analyze user behavior and improve user experience with Knowledge Advanced Analytics reports.

About Model Questions

You define intents by creating a set of related model questions, words, and phrases that Knowledge Advanced recognizes as a single dictionary object. For example, a Bill Inquiry intent could contain: the question, When is the balance on my bill due?; the phrases, balance due and bill payment; and the words, payment and balance. This intent would then match customer questions about checking a bill balance, how much is owed, and payment deadlines.

You create model questions when you define an intent. Model questions are any question, phrase or a single word that you want to trigger the intent. Knowledge Advanced uses all of the input in the model question section (plus similar questions) to push the linked articles to the top of the search results when that intent is triggered.

About Linking Articles to Intents

You can link articles that provide pertinent information to your intents. You can link an article to one or multiple intents or link multiple articles to one intent.

For example, you link articles to a Balance Inquiry intent and a Bill Inquiry intent to provide a range of information from instructions on how to log in to checking an account balance. Or you link several articles to a Troubleshoot This Device intent to provide various solutions to common device questions.

Creating an Intent

To create a new intent, complete the following Intent Builder wizard pages.

  1. Enter a Name and Description
  2. Enter a Model Question
  3. Link Articles to the Intent
  4. Review and Publish the Intent

Enter a Name and Description

Use the following procedure to enter a name and description.

  1. Select Service > Knowledge Base > Intent Builder.

    The Intent Builder page displays.

  2. From the Locale menu, select the locale you want to work in.

  3. Click Create an Intent.

    The Describe Intent page displays.

  4. Enter a descriptive name for the Intent in the Intent Name field.

  5. Select Enabled. This is selected by default.

    If Enabled is not selected, the knowledge base ignores the intent.

  6. Enter a description in the Description field.

    The Description field has no impact on the knowledge base results. Use this to clarify the function of the intent among users.

    At any point in the process, you can use Back to return to the previous page or Cancel to end the intent adding process with out saving the new intent.

  7. Click Next.

    Knowledge Advanced displays the Model Questions page.

Enter a Model Question

Use the following procedure to enter a model question.

  1. Enter a question in Add a Model Question.

  2. Click Add.

    The question appears in the Model Question section. Add any model questions that you want to associate with this intent. If you later want to exclude a question from the intent, select Exclude for that question. To remove a question from the intent, select the question, then select Delete.

    The Matching Intents column shows if any model question matches an existing intent. For normal operations, it is possible that a question might match multiple intents. However, if multiple questions for the same intent match other intents, it could indicate a duplicate intent.

    You can use Check Related Questions to search for similar, real user questions that have been captured in the Analytics reports and select those to include on the current intent.

  3. Click Next.

    The Linked Responses page displays.

Link Articles to the Intent

Use the following procedure to link an article.

  1. Click Link an Article.

  2. Search the knowledge base for articles that you want to associate with this intent.

    You can search by Title Only, Document ID Only, or All, which searches information in all fields of an article.

    You can add as many as necessary.

  3. Select the article(s) you want to include.

    The Edit Linked Document page displays. See the Edit Linked Document menus in the table following this procedure.

    Use Back to Search to return to the search page.

  4. Click Save.

    The selected question appears on the Linked Responses page, Linked Articles section.

  5. Click Next.

Table Edit Linked Document Menus

Field Description

Article Attribute

This menu shows attributes defined in the content type in the knowledge base for this article. For example, FAQs may have attributes like: question, answer.

View by Locale

This menu shows all of the translations available for this article.

The Review Intent page displays.

Review and Publish the Intent

Use the following procedure to review and publish the intent.

  1. Review the intent information.

    You can return to any section of the intent by selecting Edit for that section.

  2. Click Save and Publish.

A new intent does not affect live search results until the changes have been synchronized. Synchronization typically occurs about an hour after a knowledge article has been updated, although this time can vary depending on the size of the repository.