What are utterances, intents, and entities?
In AI Trainer, every sentence that is being spoken during a call, either by the caller or by the agent, and then transcribed, is an utterance. One synonym for utterance that is used throughout the application is simply a phrase.
The intended action that the speaker has expressed in the utterance is an intent.
Entities are metadata associated with the intent. If with the desired action a speaker mentions specific products, places, qualities, among others, that information can be extracted in the context of the intent detected.
How can I know which intents I should add?
The recommendation is that you set up, at least, three to five common intents relevant for your business and that represent also the frequent work of your contact center, like Cancelation, Escalation, Refund, Inquiry, among others. You can refine them later into more granular topics.
For each intent created, the recommendation is to add 10-15 training phrases to start with, so that this intent can be correctly identified by the model.
For the training phrases, the recommendation is to use different phrase formulations and keywords, so that they represent what customers and/or agents most often mention in their interactions within the specific intent they belong to.
For more detailed info, please consult the full article here.
How to ramp up the model and improve existing intents? What is the agreement process?
AI Trainer ensures that agents, as domain experts, label data. To avoid changes being deployed to production accidentally (which would affect the model’s performance and therefore the product(s) that makes use of this intent model), there is an Agreement process in place.
This process is a quality system that makes sure that, while agents can make suggestions for a change of intent classification, only a Supervisor or Administrator can review them (approve or decline). This is done on the Quality Check page.
Once this revision is done, the intent can then be deployed to production via the Launch page. It is possible to launch immediately the latest changes made to the intent, or to schedule when these changes will affect the model and the product(s) that are supported by this intent model.