Adding Intents to the Case Base

You can add new intents to the case base from the Knowledge Console.

Note that only the following types of questions are supported:

1. List questions with Radio button format

2. Text questions with Single line text field format

To add intents to the case base:

1. In the Navigation Menu, browse to Authoring > Case Bases.

2. On the Case Base page, select a case base. Rename the case base to match your business use case.

3. In the Intent Cluster for the case base, browse to the What can I help you with today? startup question contained within the process cluster and add answers to the question. These answers define the scope of the Virtual Assistant and should be created based on your business use case needs. Some things to note about adding answers to the Intent Cluster:

   1. For example, if you find that you are getting a high amount of requests for password resets or customers who wish to check their account status, you can add answers for these. These answers are presented to the customer as selectable options when they answer this question and the Virtual Assistant then uses this answer to determine how best to direct the customer. 

   2. You do not need to provide all the available Virtual Assistant answers via the startup question. Instead, you should determine which customer intents are most common and start there. You can later ask clarifying questions that will help direct customers who may have more specific intents. 

4. Select the What can I help you with today? question in the case tree. Hover the mouse over the More  button and select Add question answer branch to add the answers to the new answer branch. 

   When you add answer branches to the question, you can see the answers in the Tree pane.Add the new intents to the questions in the Intent Cluster.

   1. 1. In the C001:Intent Cluster, browse to the Q001 [ML]Label question.

      2. Add the new intents as answers to the question.

      3. Select the High Q001 [ML]Label node in the case tree pane. From the More  button, select Add question answer branch and add the answers.

         When you add answer branches to the question, you can see the answers in the case tree.

5. Similarly, select the Medium Q001 [ML]Label node in the case base tree. From the More  button, select Add question answer branch and add the answers. When you add answer branches to the question, you can see the answers in the case base tree.

6. You can reorder the intents using the Reorder Branches option from the More  button.

Related Topics

1. Planning the Case Base

2. Creating Questions and Answers in Case Base