Access the intent miner

AI-generated summary

Genesys Cloud's intent miner is a tool designed to quickly identify user intents from historical conversations between customers and agents by searching conversation transcripts across chat, message, and voice channels within a specified date range. The tool extracts the top intents with associated analytics and returns a list of utterances that can be imported into bot configurations for optimization. The intent miner is accessible through Architect bot flows, Digital bot flows, or region-specific URLs formatted as https://apps.[region host]/intent-miner. Key capabilities include creating new miners, managing existing miners, and restarting miners to update their analysis. Access requires specific permissions including Language Understanding > Miner (Add, Delete, Execute, Upload, View), Language Understanding > Miner Intent (View), Language Understanding > Draft (Add, Delete, Edit, View), and Routing > Queue (View). Users can create new miners by selecting "Create a new Miner" and configuring settings according to organizational specifications, or access existing miners by clicking the miner name. Miners with statuses other than "Mining Completed" can be restarted to refresh their data and analysis. Genesys Cloud provides Intent Miner access across multiple global regions, including US East (Virginia), US West (Oregon), EU locations (Ireland, Frankfurt, London), Asia Pacific regions (Mumbai, Seoul, Sydney, Tokyo), and Canada (Central), each with dedicated application endpoints. The platform includes a feedback mechanism allowing users to rate article helpfulness and provide specific reasons for their assessment, with options to indicate whether content answered questions, was well-organized, or provided valuable insights. Users can specify their role when submitting feedback. Related documentation topics include Intent Miner , bot capabilities, Genesys Digital Bot Flows, Genesys Dialog Engine Bot Flows, Architecture, flow creation, topic miner access, and intents . Users unable to find answers through documentation are directed to community support resources

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Use the intent miner to help quickly identify user intents in conversations between customers and agents. Intent miner searches a historical set of conversation chat, message, and voice transcripts between agents and customers for a specified date range. Next, it extracts the top set of intents and the analytics that surround those intents. Finally, it returns a list of utterances that the system associates with that intent to allow for import into the bot configuration.