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About the Resource Center

Configure Genesys Agent Copilot natural language understanding

Series: Create a Genesys Agent Copilot

Previous suggested step: Configure Genesys Agent Copilot settings

Next suggested step: Configure Genesys Agent Copilot rules

Natural Language Understanding (NLU) tab

With the help of Genesys AI, you can create intents to describe a goal, activity, or task that a customer wants to accomplish. Each intent must have utterances. Utterances are words or phrases that a customer uses to describe what they want to do. 

Generate multiple intents and utterances with AI

You can generate a list of intents and utterances with the help of AI, based on existing intent and utterance descriptions.

Note: This option is only available if you have not yet created any intents.

When you generate intents and utterances, the more context that you provide, the better. For example: The customer asks about a product’s availability in the online store.

  1. Navigate to the Natural Language Understanding (NLU) tab.
  2. Click Generate intents. The Generate Intents dialog box opens.
  3. Under Intent Description, add a description of the intents that you want to create.
  4. Optionally, under Industry, add the name of the industry for the bot.
  5. Click Generate Intents & Utterances. Genesys Cloud generates your intents and utterances.
    Note: The process to generate intents and utterances can take several minutes.
  6. To see the generated utterances for an intent, click the intent.
  7. To direct AI to generate new utterances, edit the intent description.

Generate one intent and the corresponding utterances with AI

If you already have one or more intents, you can generate an additional intent and the corresponding utterances. 

  1. Navigate to the Natural Language Understanding (NLU) tab.
  2. Click Intent.
  3. Enter a name and the description for the intent, and then click Save. AI generates the intent and the corresponding utterances and Genesys Cloud navigates you to the list of generated utterances.
  4. To delete an utterance, click Delete next to the utterance to remove.
  5. To test your intents, click Test NLU in the upper right corner of the intent list.
    Note: Enter any intent that you want to test. The Test NLU enables you to test sample messages against existing intents and dialog acts. For more information, see Test the NLU classification of intents and slots.
  6. Click Save Copilot.
Notes:
  • Genesys Cloud recommends that you create one intent per activity.
  • Add a minimum of five utterances to each intent.
  • You can use the intent miner to import a list of your intents with all the created utterances.
  • Create variations of the utterances and a wide range of semantics. Varied utterances create more effective intents.

      Generate an AI-powered description for an intent

      If an intent did not have a description before, then you can generate a description for the respective intent with the help of AI.

      1. Navigate to the Natural Language Understanding (NLU) tab.
      2. Click Intents.
      3. Select the intent that you want to generate a description for.
      4. Click Generate description. 

        Note: Description generation can take a few minutes.

      For more information, see Intents overview and Utterances overview.

      Click Save Copilot.