Understanding the difference between Intent rules and AI training responses helps you maximize your AI agent's performance.
Intent rules
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Clearly defined instructions that your AI must always follow when specific intents are detected.
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Suitable for enforcing mandatory responses and actions (e.g., assigning an agent, tagging, resolving conversations).
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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
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Training responses are provided to teach your AI how to reply, but the AI decides dynamically when and how to use them.
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Help your AI generate accurate, natural-sounding answers.
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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:
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Regularly review and update intent rules to keep AI performance sharp and aligned with your policies.
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Regularly add AI training responses to enhance AI adaptability and accuracy.
Keeping these clear helps ensure your AI consistently provides effective customer support.