Work with Agent Copilot intent health

AI-generated summary

Genesys Cloud provides intent health functionality that enables administrators to assess and enhance the quality of intents used in Agent Copilot natural language understanding. Accessed through Menu > Orchestration > AI Studio > Agent Copilots, the Intent Health column displays status levels—Very good, Good, Okay, Needs review, No data, Changes made, and New—based on analysis of training data and utterance quality. The system identifies specific utterance issues including potential confusion (utterances similar to those in different intents), duplicate utterances, outlier utterances (significantly different from other intent utterances), and utterances exceeding optimal length. Intent health recommendations appear in the intent details view in descending order by severity. Genesys recommends a minimum of five utterances per intent for optimal training; intents with fewer than five utterances receive a "Needs review" status. The system requires a minimum of two utterances to train an intent. Administrators can resolve potential confusion issues through the Utterance Confusion window, which enables modification of utterances associated with intents displayed on both sides of the interface. Users can rename or rephrase utterances by editing text directly in the utterance box, remove utterances using the Delete function, manually drag utterances between intents on either side of the view, or use the Move Utterance dialog to reassign utterances to different intents by selecting a new intent and confirming the action. Administrators can also resolve conflicts by hovering over flagged utterances and selecting the Resolve Conflict option. The interface supports undo functionality to revert changes, though modifications cannot be recovered if users navigate away without explicitly clicking Undo. After making utterance modifications, users must save the Agent Copilot to recalculate the confusion status. Intent health analysis supports individual languages, allowing administrators to refine intent quality systematically and improve overall Agent Copilot performance. This feature integrates with Genesys Cloud's broader intent management and bot flow capabilities, supporting workflow optimization within the Agent Copilot system.

Intent health helps you refine the health status of your intents for supported individual languages.

To use intent health for an Agent Copilot, navigate to Menu > Orchestration > AI Studio > Agent Copilots, select your Agent Copilot, and open the Natural Language Understanding tab.

The Intent Health column displays the following intent health statuses, based on your training data and its analysis recommendations that help improve utterances that affect the health score.

Very good: The intent contains a good number of utterances, and no potentially confused utterances.
Good: The intent contains slightly fewer than optimal utterances or has a few potentially confused utterances.
Okay: The intent contains a low number of utterances or multiple potentially confused utterances.
Needs review: The intent contains fewer than five utterances or several potentially confused utterances.
No data: The intent contains no utterances.
Changes made: There are recent changes to this intent.
New: This is a new intent.

To view intent details, click the name of the intent.

Intent details

To train an intent, you must have a minimum of two utterances. Genesys recommends that you add at least five utterances. If you add fewer than five utterances, the intent health returns a status of Needs review.

The intent details view lists the intent’s utterances and recommendations to improve each utterance, if applicable. This list appears in descending order, based on severity. Utterances can include one or more of the following suggestions.

Potential Confusion: The utterance is close enough to an utterance in a different intent to cause confusion.
Note: If you have close utterances in two intents that are legitimate, but marked as potential confusion because of vocabulary overlap, just make sure that you handle your most frequent examples correctly.
Duplicate Utterance: The utterance is a duplicate in this intent. Consider deleting this utterance.
Outlier Utterance: The utterance is significantly different from other utterances within the intent. Determine if the utterance belongs with this intent. If so, consider adding phrasing to improve training.
Utterance too long: The utterance is too long. Shorter utterances are better for training.

To view more details about an utterance, hover over an issue next to it. If there are no issues with an utterance, then no labels appear next to the utterance.

To resolve a potential confusion issue for an utterance, perform the following steps.

Next to an utterance with potential confusion, hover over the Potential Confusion message and click Resolve Conflict. The Utterance Confusion window appears.
To modify the utterance for the intent in focus on the left side of the view, perform one of the following steps:
- To rename or rephrase the utterance, click inside the utterance box and make your changes to rename or rephrase it.
- To remove the utterance from the intent, click Delete .
- To drag the utterance manually to an intent on the right side of the view, click Drag and drop .
- To open the Move Utterance dialog box and assign the utterance to another intent, click Move , select the new intent, and then click Confirm.
To modify the utterance for the associated intents on the right side of the view, perform one of these steps:
- To rename or rephrase, click inside the utterance box and make your changes to rename or rephrase it.
- To remove the utterance from the intent, click Delete .
- To drag the utterance manually to an intent on the left side of the view, click Drag and drop .
- To open the Move Utterance dialog box and assign the utterance to another intent, click Move , select the new intent, and then click Confirm.
To undo your change, click Undo .
Note: If you navigate from the view but do not click Undo , your changes cannot be undone.
To recalculate the confusion status, save the Agent Copilot.

[NEXT] Was this article helpful?

Get user feedback about articles.