Intent refers to the customer's goal when they type in their question or comment. Using intents helps you understand the customer’s goal at scale. Instead of looking at individual interactions, you can understand what questions are being asked, and how often.

For example, if the customer asks “When does your London store close?”, the intent is wanting to understand open hours. The customer could also ask the question differently like “When does the London store open?” or “Is London’s store open Thursday night?”, but those phrases are really getting at knowing the London store hours.

Admins can create intent groups and add related intents to improve precision and reduce the number of intents assessed for each query.

This article covers:

• How to add a new intent
• How to rename the intent
• How to edit the intent language settings
• How to delete intents
• How to add training phrases to intents
• How to edit a training phrases
• How to delete training phrases

Prerequisites for managing intent in Zoom Virtual Agent

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

How to add a new intent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Management.
3. Click the Build tab then Intents.
4. Select an intent group where you want to add a new intent.
5. Click Add Intent and choose from the following:
   • Custom: In the Add Intent dialog box, specify the following:
     • Name: Enter a display name to help identify the intent.
     • Description (Optional): Enter a description for the intent.
       Note: Admins can click Generate training phrases to create intents with relevant training phrases based on the intent name and description provided to ensure accuracy. Alternatively, admins can skip this and add training phrases after creating the intent.
   • Import: Upload a CSV file to import a list of intents.

How to rename the intent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Management.
3. Click the Build tab then Intents.
4. Select the intent you want to edit from the intent groups.
5. At the top, click the pencil icon next to the intent name.
6. Edit the intent name.
7. Click Save.

How to edit the intent language settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Management.
3. Click the Settings tab.
4. Under Intent Settings, click the pencil icon next to Active Languages.
5. In the Manage Languages dialog box, select which language/s you want your Intent Manager to support.
6. Click Save.

How to delete intents

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Management.
3. Click the Build tab then Intents.
4. Select one or multiple intents from the intent groups.
5. At the top of the intents list, click Delete Intent.

How to add training phrases to intents

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Management.
3. Click the Build tab then Intents.
4. Click the intent name you want to add training phrases to.
5. Under the Training Phrases section, click Add Training Phrase(s). Training phrases are what customers might type or use when searching for answers. You can select from existing queries, import, or add them manually.
   • Custom: Enter training phrases manually.
   • Import: Upload a CSV file to import a list of training phrases. The file needs to be less than 2 MB.

Note: Add at least 20 training phrases to publish the intent.

How to edit a training phrase

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Management.
3. Click the Build tab then Intents.
4. Select an intent from the intent groups.
5. Select the training phrase you want to edit.
6. To the right of the training phrase, click Edit.
7. Click the close icon to finish editing.

How to delete training phrases

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Management.
3. Click the Build tab then Intents.
4. Select an intent from the intent groups.
5. Select one or multiple training phrases you want to remove.
6. At the top of the training phrases list, click Remove.