Zoom Virtual Agent admins can add and edit the Match Intent widget. The Match Intent widget is designed to analyze the user's message to look for intents, and determine what action or response is most appropriate. For example, if you have a customer support bot, you can use the Match Intent widget to identify if the user is asking for technical support, billing information, or general inquiries.
You can use the Match Intent widget in both the main flow and sub flows. In the main flow, you can use the Match Intent widget for general tasks or to start conversations. For instance, it helps recognize when a user wants to begin a specific task or handle common questions. In sub flows, the Match Intent widget helps identify and respond to intents related to that specific purpose. For example, in a sub flow for appointment booking, it can understand what kind of appointment the user wants.
When the bot understands what the user wants from their message, it usually continues with the next step or response related to that request. But if the bot isn't sure what the user means, it may trigger a fallback or error handling mechanism. It might ask the user to say it differently or suggest something else. This way, the user gets a response even if their message isn't clear.