Intent Tuning

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

The Intent Tuning page lets you tune the intent model and monitor the progress of tuning. You can rename, merge, move, or remove L3 intents or snippets based on your needs. Tuning the intent model will help you develop a better and more accurate model. You can update and publish the tuned intent model for use in CXone.

Linda would like to improve the intent model accuracy to get better results. To achieve this, she reviews L3 intent snippets and, based on her needs, renames, moves, merges, or removes intents. She also moves or removes snippets to create an accurate intent model.

To open the Intent Tuning page, click Options Icon for options > Intent Tuning Intent Tuning icon on the L1, L2, or L3 intent from the Intent Builder dashboard or the Intent Builder listing page.

Using the Intent Tuning Page

Intent Tuning Dashboard Panel

The Intent Tuning dashboard panel shows L3 intents and snippets. After analyzing and refining snippets, you can update and then publish the intent model.

You can perform the following actions on this page:

  • View the list of L3 intents and snippets for each L3 intent. To see the entire phrase, hover over the snippet.

  • Move or remove the snippet to another L3 intent:

    1. Click Optionsicon for options and then click Move.

      Image of Move snippets

    2. On the Move Snippet window, select the L3 intent where you want to move the snippet:

      • Intent Suggestions: Displays closely related L3 intents. Select the intent which is highlighted, and click Save.

      • All Intents: Displays all levels of intents.

        • Use the icon to expand intents icon to expand intents. Hover over the L3 intent and then click Move>Save.

        • Use the search option to find the intent.

      The snippet moves to another L3 intent under Original location.

      Image of Move snippet

    1. Click Optionsicon for options and then click Remove.

      Image of remove snippet

    2. To restore a removed snippet:

      1. Click removed next to snippets.

        Image showing location of removed snippet

      2. On the Removed Snippets window, click Restoreicon to restore snippets next to the snippet you want to restore.

        Image of removed snippets window

  • You can approve the L3 intent once you have finished refining. Click Approve icon to approve intents to approve and click Undoicon to undo action to revert this action. You can monitor the progress of approved intents with the help of the progress bar.

  • Remove the L3 intents and snippets by clicking Remove icon to remove intents.

    1. Click Filtersicon for filters and select Removed from the Intent Tuning Status section. All removed intents will be displayed.

    2. Click Restoreicon to restore removed intent next to the removed intent.

  • View and filter L3 intents.

Intent Tuning Listing

Use this page to view intents and their metric information such as volume, percentage, and intent type (for L3 intents only).

Click the magnifier icon for the magnifer to open intent tuning listing panel to open the Intent Tuning listing page and drag the panel to expand the view.

You can perform the following actions on this page:

  • Click icon to select intent level to select the intent level.

  • For each intent you can view total phrases, the percentage of total phrases, and the intent type. Intent type is applicable for L3 intents only.

  • Based on the selected intent level, snippets will be displayed on the Intent Tuning dashboard panel. For example, if you select an L2 intent, snippets of all L3 intents within L2 will be displayed.

  • Click Options icon for options on the L2 or L3 intent list to perform the following actions:

    • Click Rename to change the intent name and click Save.

    • Click Move/Merge to move or merge L2 and L3 intents. You can also use the drag-and-drop option to move and merge intents.

      Move: You can move a lower-level intent to a higher-level intent. For example, move an L2 intent to an L1.

      1. Click Move/Merge.

      2. Use the icon to expand intents icon in the All Intents section or the search option to find the intent. Hover over the intent, click Move, and then click Save.

        When you move L2 intent to L1, all corresponding L3 intents will also move to the L1 intent.

        Image of Move intents

      Merge: You can merge:

      • Intents of the same level. For example, you can merge L2 intents with L2.

      • L3 intents of the same type. For example, you can merge L3 desire intent type with L3 desire intent type.

      Image of Merge intents

    1. Click Move/Merge next to an L2 intent.

    2. Use the icon to expand intents icon in the All Intents section or the search option to find intents.

    3. Hover over the L2 intent, click Merge, and then click Save.

      When you merge L2 intents, all corresponding L3 intents will also merge.

    1. Click Filtersicon for filters from the top right corner of the page to open the Filters panel.

    2. Select Type in the DISPLAY BY dropdown list and select the type from the Intent type section.

    3. Click Move/Merge next to an L3 intent.

    4. On the Move/Merge Intents window:

      • Intent Suggestions: Displays closely related L3 intents. Click Merge next to the intent and then click Save.

      • All Intents: Displays all intents. Use the icon to expand intents icon or the search option to find the intent. Hover over the L3 intent and click Merge and then click Save.

    • Click Remove to remove the intent.

      • If you remove an L2 intent, all corresponding L3 intents will also be removed.

      • If you remove the last L3 intent of L2, both L3 and L2 intents will be removed.

      • To view the removed intents, click Filters and then select Removed from the Intent Tuning Status section.

        1. Click Filters icon for filters and then select Removed from the Intent Tuning Status section. All removed intents will be displayed.

        2. Click Restore icon to restore removed intents next to the removed intent. If you restore an L2 intent, all L3 intents will also be restored.