Pre-trained intents are a set of industry-specific topics that have been developed by Zendesk using our own anonymized customer service data. By using these pre-trained intents in your bot answers, your bot can accurately understand your end users’ needs with no training required.
They can be used in place oftraining phrasesto help your conversation bot match and deliver the most relevant answer for a customer's question.
This article includes the following sections:
Requirements for using pre-trained intents
To use pre-trained intents, your account must meet the following requirements:
| Requirement type | Requirement criteria |
|---|---|
| Plan | Suite Professional, Suite Enterprise, Suite Enterprise Plus, or Support Enterprise, with the Advanced AI add-on for full access. |
| Industry |
|
| Languages |
|
Using pre-trained intents in new answers
You can apply pre-trained intents to your answers during the creation process.
To create an answer using pre-trained intents
- InAdmin Center, click
Channelsin the sidebar, then select机器人和自动化s > Bots. - Under Conversation bot, click管理机器人.
- Click on an existing bot to open its edit page, orcreate a new bot.
- On the Answers tab of the bot’s edit page, clickCreate answer.
- 输入一个名称为您的答案。应该是这个名字brief, clear description of the issue addressed by the answer.
- ClickNext. Up to three pre-trained intents are displayed:
- Select one or more of the suggested intents.
If none of the suggested intents describe the customer problem ., clickTrain the bot yourselfto add training phrases manually.
Ifnointents are suggested, the training phrases entry UI opens automatically. The answer creation process continues as described inCreating an answer for a bot
- ClickNext. The answer opens in the bot builder.
The intents selected in the previous step appear in the answer’s configuration panel on the right side of the bot builder.
- Add additional steps to the answer as needed. You need to add at least one step to the answer.
- ClickPreviewto see how the answer will appear to your end users, then clickDonewhen you’re satisfied with the answer.
If you entered your own training phrases (as described in step 7) and pre-trained answersareavailable, they will appear in the configuration panel as well.
Adding pre-trained intents to an existing answer
When you add pre-trained intents to an existing answer, the training phrases are hidden butnotdeleted. You can revert to using the training phrases at any time.
To add pre-trained intents to an existing answer
- InAdmin Center, clickChannelsin the sidebar, then select机器人和自动化s > Bots.
- Under Conversation bot, click管理机器人.
- Click on an existing bot to open its edit page.
- On the Answers tab of the bot’s edit page, click the answer you want to update.
- If pre-trained intents are available for the answer, they’ll appear in the configuration panel. If no pre-trained intents appear, try making the answer name more descriptive.Note:Pre-trained intents are available as part of theAdvanced AI add-on. However, if you meet therequirements listed above, you can try them out on a maximum of three answers per bot. Once this limit is reached, pre-trained intents will no longer be suggested.
- Select the intents you want to add to the answer, then clickUse selected intents.
- You can revert to the previous training phrases by clickingTrain the bot yourself.
4 Comments
Advanced AI add-onarticle is not accessible for some reasonAimee Spanier
Thanks,Ilya Gook. The Advanced AI article should be accessible now.
Please add Ukrainian language support
I am trying to understand the relationship between Intents and Answers. Is my understanding of the Advanced AI bot correct:
The Intents are meant to remove the manual need to add Training questions for a specific answer.
The answers (+steps) are still required to be manually entered- the bot is not going to actively search the Help Center for example to find matching or 'like' content simply because the intent is selected. Until an article is linked to an answer, there is no logic that prompts the bot to look for the answers in the help center. Correct?
Pleasesign into leave a comment.