Custom intents allow you to define and tailor intent recognition to your unique business needs. Follow these steps to create, test, and analyze custom intents:

Step-by-Step Guide

Step 1: Create an Intent

1. Navigate to the “Intent Understanding” section and select “Custom Intent”.

2. Enter an intent name (e.g., Logistics Inquiry).

3. Provide a detailed intent description to help the AI understand the purpose (e.g., users want to check logistics status). The more precise the description, the higher the recognition accuracy.

– It is recommended to include sample cases, such as “Where is my package?”

4. Add relevant questions and phrases (sample set): Enter positive examples directly or download the Excel template to batch upload samples. The system will learn from these examples to improve intent recognition.

Step 2: Test the Intent

After completing the above information, click “Save and Test”. The system will analyze up to 1,000 historical conversations from the past 30 days to identify matches for this intent. You can mark incorrect matches, and the system will record them as negative samples to improve future accuracy.

Batch testing of intents is also supported.

Step 3: Analyze the Intent

1. Go to “Intent Understanding” > “Incoming Intent Analysis”.

2. View metrics such as total tickets, AI response volume/rate, AI handling volume/rate, and handoff rate to human agents for each intent.

3. Filter by time or channel, and click “Details” to view reports on ticket and AI performance for the selected intent.