Intention

An Intention is an idea that the Customer plan to carry out. During a conversation, the system determines potential intention from the message exchange between the Customer and the agent, and respond accordingly.

An Intention may depends on a number of information (a.k.a Attributes), which some may need to be provided by the Customer.

User may configure the set of Intentions applicable for their service offerings to create a tailored customer experience.

Access

Cognition > Intention

Requirements

• Access to Cognition Resource

• Access to Intention Resource

Actions

• Duplicate - Create a private copy of this Intention and then customize for your Organisation

Properties

• Basic Information

  • System Entity - Whenever this is created and belongs to the system

  • System Action - The action to be executed once this Intention is able to carry out

  • Intention Name - Name of the Intention

  • Description - Describe the intention and the related action

• Attributes

  • Key* - Attribute’s identifier

  • Name -Attribute name

  • Data Type - Type of data

  • Description - Short description of the Attribute

  • Priority - Priority when prompting for this Attribute

• Samples - Phrases Customers may say when they express this Intention