- Your end-users may send confusing or ambiguous requests for help.
- They might use different words than you would use or might use familiar words in a different order.
- Ambiguity can delay and disrupt your delivery of product support.
- Rather than requiring your end-users to write about their difficulties, you can show options to them in an intent menu. By clicking well-crafted menu options, any end-user can tell you all about their intent.
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You can even train Smart Intents’ natural language processing (NLP) engine to drive which intent menus your end-users see.
BRIEF DEFINITIONS
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intent — [EXAMPLE: “lost password”] A label, whose topic underlies a problem or a question that end-users raise while requesting product support. Also, a container for training samples.
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intent group — [EXAMPLE: “billing” or “gameplay”] Given a set of similar and/or closely related intents, an intent group is:
‣ the workspace where you create intents of that particular type.
‣ the broad but distinct product support category where you collocate intents of that particular type.
‣ a navigational heading that your end-users see in their Smart Intents menu.
‣ an organizational convenience that helps you to plan and populate intent menus.
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intent menu — [EXAMPLE: “{your app name}”]
‣ You populate an intent menu with intents, by way of their intent groups.
‣ You configure one or more apps to show the published intent menu.
‣ End-users confirm their intent by choosing it from the intent menu that you show to them.
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training sample — One uniquely phrased way that an end-user could describe the problem (or phrase the question) that gives them their intent.
‣ Intent-matching accuracy improves with each new training sample that you add.
‣ When you enter and save new samples, improvements to intent-matching accuracy might not take effect for 20 minutes.
Administrator process flow
End-user process flow
