Managing intents

Intent refers to the customer's goal when they type in their question or comment. Using intents helps you understand the customer’s goal at scale. Instead of looking at individual interactions, you can understand what questions are being asked, and how often.

For example, if the customer asks “When does your London store close?”, the intent is wanting to understand open hours. The customer could also ask the question differently like “When does the London store open?” or “Is London’s store open Thursday night?”, but those phrases are really getting at knowing the London store hours.

Intents trigger the bot flows in Zoom Virtual Agent. If the intent identifies the problem, the bot flow can help solve it.

This article covers:

• How to add a new intent
• How to add training phrases to intent
• How to edit the intent language settings
• How to edit or delete an intent
• How to edit or delete training phrases

Prerequisites for managing intent in Zoom Virtual Agent

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

How to add a new intent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Manager.
3. Click the Build tab then Intents.
4. Click Add Intent(s) and choose from the following:
   • Custom intent: In the Add Intent dialog box, specify the following:
     • Name: Enter a display name to help identify the intent.
     • Description (Optional): Enter a description for the intent.
       Note: Admins can click Generate training phrases to create intents with relevant training phrases based on the intent name and description provided to ensure accuracy. Alternatively, admins can skip this and add training phrases after creating the intent.
   • Pre-built intent: Select a category and the intents you want to add then click Add Pre-Built Intents.

How to add training phrases to intents

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Manager.
3. Click the Build tab then Intents.
4. Click the intent name you want to add training phrases to.
5. Under the Training Phrases section, click Add Training Phrase(s). Training phrases are what customers might type or use when searching for answers. You can select from existing queries, import, or add them manually.
   • Add from existing queries: Select related training phrases from the existing queries. These are all of the queries from users as they engage with your bot.
   • Import: Upload a CSV file to import a list of training phrases. The file needs to be less than 2 MB.
   • Add Manually: Enter training phrases manually.
6. Next to Add Training Phrase(s), select the language in which you want to train an intent from the languages you have training phrases for.

Note: Add at least 20 training phrases to publish the intent.

How to edit the intent language settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Manager.
3. Click the Settings tab.
4. Under Intent Settings, click the pencil icon next to Active Languages.
5. In the Manage Languages dialog box, select which language/s you want your Intent Manager to support.
6. Click Save.

How to edit or delete an intent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Manager.
3. Click the Build tab then Intents.
4. To the right of the intent name, click the ellipses icon and then click one of these options:
   • Edit: Change the intent’s name or description.
   • Delete: Delete the intent.

How to edit or delete training phrases

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Manager.
3. Click the Build tab then Intents.
4. Click the intent name where the training phrases you want to edit or delete are added.
5. Under the Training Phrases section, do one of the following:
   • Click the pencil icon to edit the training phrases.
   • Click the trash bin icon to delete the training phrases.