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Virtual Agent intent and utterance generation overview

    Use Virtual Agent to enhance your voice and digital bot flows with conversational and generative artificial intelligence (AI) capabilities. Virtual Agent allows you to generate intents and utterances for your industry based on a description that you provide. This option helps to save time and effort in building your Natural Language Understanding library. Use this feature in new or existing voice and digital bots flows.

    Virtual Agent generates up to 10 intents and 20 utterances at a time. You can adjust, delete, and add more utterances or intents for fine-tuning. Generating more utterances helps to improve natural language understanding. Architect automatically creates reusable tasks that you can configure for each intent.

    Upgrade each flow individually; you cannot upgrade to all voice or all digital bot flows at once. After you upgrade to Virtual Agent, generate intents, and complete the remaining configuration, publish the flow so that you can use the AI features.

    Notes:
    • To access the option to upgrade to Virtual Agent, you must purchase the Genesys Cloud AI Experience license.
    • After you publish and run the flow, Virtual Agent consumes Genesys Cloud AI Experience tokens. For more information, see .
    • The choice to add an industry is optional. You can still use Virtual Agent to generate intents and utterances without adding a specific industry.

    Industry names and descriptions

    When you optionally add an industry, you can use any name and your own description; however, the following section includes common industry names and descriptions that Virtual Agent compiled via AI.

    Intent names and descriptions

    You can use any name for an intent name and description; you can also use these examples, or modify them for your organization.

    For more information, see .