Voiceflow intent query
Hi, can someone help with why my intents are not working? As you can see, I have the service one setup and when I type 'what services do you offer' it doesn't read the intent
2 Replies
Here are a few things to check when an intent isn’t being recognised.
1. Make sure the “Service” intent can actually be reached
• If you added the intent as a local trigger on a Listen step, it only fires while the user is on that specific step.
• If you need the intent to work anywhere, add it as a global trigger (Agent settings → Triggers) or reuse it in multiple Listen steps. 2. Inspect what the NLU is seeing 1. Open the prototype, click the ⚙️ icon and turn on Intent Confidence.
2. Send “what services do you offer” again. You’ll see which intent (if any) was chosen and its confidence score. • If another intent-name shows up, that intent probably has overlapping utterances.
• If the message goes straight to “KB fallback” or “No-Match”, the Service intent isn’t similar enough yet. 3. Strengthen the intent • Add 8-15 utterances that paraphrase the same request, e.g.
“what kind of services do you provide”, “tell me about your services”, “services offered”, “do you provide X”, etc.
• Edit the intent description to clearly state what the user’s goal is (the model looks at this as well).
• If a different intent keeps winning, remove or rewrite any of its utterances that sound like the Service request. 4. Re-test After updating utterances/descriptions, replay the conversation in the prototype with Intent Confidence still on and confirm the match. 5. Last resort: adjust the AI model / prompt (advanced)
In the Intent CMS you can pick another model or customise the prompt used for matching, but do this only if you’re comfortable with prompting because it can affect all intent recognition. Docs for further reference: https://docs.voiceflow.com → “Improving Understanding” & “No-Match Handling” sections. Try the steps above and let me know what you see in the Intent Confidence panel – that will tell us exactly why the match is being skipped.
• If you need the intent to work anywhere, add it as a global trigger (Agent settings → Triggers) or reuse it in multiple Listen steps. 2. Inspect what the NLU is seeing 1. Open the prototype, click the ⚙️ icon and turn on Intent Confidence.
2. Send “what services do you offer” again. You’ll see which intent (if any) was chosen and its confidence score. • If another intent-name shows up, that intent probably has overlapping utterances.
• If the message goes straight to “KB fallback” or “No-Match”, the Service intent isn’t similar enough yet. 3. Strengthen the intent • Add 8-15 utterances that paraphrase the same request, e.g.
“what kind of services do you provide”, “tell me about your services”, “services offered”, “do you provide X”, etc.
• Edit the intent description to clearly state what the user’s goal is (the model looks at this as well).
• If a different intent keeps winning, remove or rewrite any of its utterances that sound like the Service request. 4. Re-test After updating utterances/descriptions, replay the conversation in the prototype with Intent Confidence still on and confirm the match. 5. Last resort: adjust the AI model / prompt (advanced)
In the Intent CMS you can pick another model or customise the prompt used for matching, but do this only if you’re comfortable with prompting because it can affect all intent recognition. Docs for further reference: https://docs.voiceflow.com → “Improving Understanding” & “No-Match Handling” sections. Try the steps above and let me know what you see in the Intent Confidence panel – that will tell us exactly why the match is being skipped.
Ok, thank you