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Intent rules vs. AI training responses

By Karri Koivuniemi • Last updated on Jun 09, 2025

Understanding the difference between Intent rules and AI training responses helps you maximize your AI agent's performance.

Intent rules

  • Clearly defined instructions that your AI must always follow when specific intents are detected.

  • Suitable for enforcing mandatory responses and actions (e.g., assigning an agent, tagging, resolving conversations).

  • Provide structure and consistency across frequent scenarios.

Example:
When customers ask for a refund, always include a link to the return page and mention the 30-day return window.
Add label "refund" to the conversation. "<add_label:refund>"

AI training responses

  • Training responses are provided to teach your AI how to reply, but the AI decides dynamically when and how to use them.

  • Help your AI generate accurate, natural-sounding answers.

  • Inserted dynamically, meaning the AI chooses the most relevant example based on the specific context.

Example:
Customer: "How long does shipping take?"

Sample response: "Our standard shipping typically takes 3-5 business days."


Quick tips:

  • Regularly review and update intent rules to keep AI performance sharp and aligned with your policies.

  • Regularly add AI training responses to enhance AI adaptability and accuracy.

Keeping these clear helps ensure your AI consistently provides effective customer support.