Virtual Agent intent and utterance generation overview

AI-generated summary

Genesys Cloud Virtual Agent enables the generation of intents and utterances for industry-specific conversational AI applications, significantly reducing development time for Natural Language Understanding libraries in voice and digital bot flows. The feature generates up to 10 intents and 20 utterances simultaneously, with capabilities for customization, deletion, and addition of further utterances to enhance language understanding accuracy. Architect automatically creates reusable tasks for each generated intent that can be configured according to business requirements. Implementation requires the Genesys Cloud CX AI Experience license, appropriate Architect permissions for flow editing, and Language Understanding permissions for intent and utterance generation jobs. Individual flows must be upgraded separately to Virtual Agent, as batch upgrades across multiple flows are not supported. After upgrading, users generate intents, complete configuration, and publish flows to activate AI features. Token consumption occurs after flow publication and execution, operating on Genesys Cloud's token-based pricing model. The platform supports optional industry specification across common sectors including automotive, banking, food delivery, and healthcare, each with customizable industry names and descriptions. Custom intent definitions are available for use cases such as account applications, account login, branch information, card lost/stolen reporting, balance checks, and account closure. Industry selection remains optional; intent and utterance generation functions independently without industry specification. Genesys Cloud supports specialized bot implementations across multiple industries, including healthcare clinic bots that provide location and insurance details, retail helper bots that assist with order tracking and personalized recommendations, tech support bots that guide users through troubleshooting and account management, and travel assistance bots that handle bookings and real-time flight status updates. Intent names and descriptions can be tailored to organizational requirements or adapted from provided templates. The platform integrates with related Genesys Cloud features such as Copilot, Dialog Engine Bot Flows, and Digital Bot Flows, with support for multiple languages available.

PrerequisitesClick to expand

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 Genesys Cloud tokens-based pricing model.
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.

Industry, bot type, and description examplesClick to expand

Industry examples:

Industry	Example bot	Industry description
Automotive	Auto service bot	A bot that helps customers schedule vehicle maintenance, provides service pricing, and offers basic troubleshooting for common car issues. It can also assist with any warranty information and recall notices.
Banking	Banking bot	A bot that handles common banking queries, account balance checks, transaction history, and basic troubleshooting. It can guide users through simple processes like activating cares or password resets.
Food Delivery	Food order bot	A bot that helps customers place food orders, track deliveries, and handle basic order modifications. It can provide menu information, dietary options, and estimated delivery times.
Healthcare	Healthcare helper	A bot that assists patients with appointment scheduling, prescription refills, and basic medical information. It can provide clinic locations, doctor specialties, and insurance coverage details.
E-commerce	Retail helper bot	A bot that assists online shoppers with order tracking, returns, product information, and size guides. It can also provide personalized product recommendations based on customer preferences.
Technology	Tech support bot	A bot that provides technical support for software and hardware products, guiding users through common troubleshooting steps. It can assist with account issues, software updates, and device setup.
Travel & Hospitality	Travel assistance bot	A bot that helps customers with booking inquiries, reservation changes, check-in procedures, and travel requirements. It can provide real-time flight status updates and hotel information.

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.

Intent names and descriptions examplesClick to expand

Intent examples:

Intent name	Intent description
Account application	The customer wants to open a new bank account.
Account login	The customer has a question or query related to log in to their existing bank account.
Branch information	The customer wants information about the bank’s branch or location.
Card lost or stolen	The customer wants to report a lost or stolen bank card and needs assistance.
Check balance	The customer wants to check the amount of money that they have in their bank account.
Close account	The customer wants to close their existing bank account.

For more information, see Generate intents and utterances based on a description for Virtual Agent and Copilot.

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Virtual Agent intent and utterance generation overview

Industry names and descriptions

Intent names and descriptions

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