KB Intent and Utterance Management
Intents are the bridge between visitor questions and Knowledge Base articles. They teach the AI Agent to understand what a visitor needs and route them to the right content.
How Intents Work
- Utterances — example phrases visitors would use (e.g., "my phone won't register", "SIP registration failed")
- Negative Utterances — phrases that should NOT match this intent, preventing confusion with similar topics
- KB Path — the Nature > Problem Type > Description > Article that this intent routes to
- Macro Key — triggers automated actions like opening a request form
Best Practices
- Write 6-10 natural phrases per intent — what a real person would say
- Avoid single words, article titles, or summary text as utterances
- Add cross-negatives between related topics to prevent misrouting
- Better utterances directly improve AI classification accuracy after retraining