Dual Intent Recognizer (DIR)

Available for the Phone 2 platform.

What is Dual Intent Recognizer (DIR)?

The Dual Intent Recognizer (DIR) enables bots to discern and respond to multiple user intents within a single utterance, significantly enriching conversational interactions by making them more efficient and fluid.

An Example Scenario

Consider a user stating, "Hi, I want to change my address as I have just moved and need a copy of my last invoice." This utterance encapsulates two distinct intents:

  • Changing their address (Intent: ChangeAddress)

  • Requesting a copy of an invoice (Intent: ReceiveInvoice)

With DIR, your bot is adept at addressing both intents in tandem, streamlining the interaction.

Setting Up Dual Intents

Step 1 – Define Single Intents

First, ensure single intents, such as ChangeAddress and ReceiveInvoice, are established with their respective utterances.

Step 2 – Create a Dual Intent

Create a new intent that combines two existing ones. Use a + to link them, creating an intent like ChangeAddress+ReceiveInvoice.

Step 3 – Adding Utterances

Provide this new dual intent with sample utterances that represent both intentions, aiding in training the NLU component.

Step 4 – Implementation in Parloa Graph

Integrate this dual intent into your dialog flow within the Parloa Graph, treating it as any standard intent.

Using DIR

  1. Create intents with individual utterances for each underlying intention.

  1. Combine two intents using a +, such as ChangeAddress+ReceiveInvoice.

  2. Provide the new dual intent with example utterances that cover both intents.

  1. Incorporate this dual intent into the Parloa Graph for dialog flow management.

Benefits of Using DIR

  • Enhanced User Experience: Enables users to articulate multiple needs in one statement, facilitating swifter issue resolution.

  • Efficiency: Optimizes dialog flow by minimizing the interactions required to ascertain user intents.

  • Adaptability: Equips bots to adeptly manage complex or multifaceted user queries, enhancing the overall conversational quality.

FAQ

How does DIR differ from standard intent recognition?

Standard intent recognition identifies one user intent per message. DIR, however, can recognize and process two intents simultaneously in a single message.

What are the prerequisites for using DIR?

Before using DIR, you need to have predefined single intents, like ChangeAddress and ReceiveInvoice, each with its own set of example utterances.

Can DIR handle more than two intents in a single message?

Currently, DIR is designed to handle two intents at a time. Handling more than two intents in a single message is not supported yet.

How does DIR affect the conversation flow?

DIR streamlines the conversation flow by allowing the bot to understand and respond to complex user queries more efficiently, reducing the need for follow-up questions.

What should I do if DIR is not recognizing dual intents accurately?

If DIR isn't working as expected, review your dual intents and their example utterances for accuracy and completeness. Also, ensure that the NLU component is properly trained with these utterances.

Are there best practices for creating dual intents with DIR?

Yes, there are a few best practices:

  • Ensure that each single intent is well-defined and accurately represents a specific user need.

  • When creating dual intents, choose combinations that are likely to occur together in real-life scenarios.

  • Provide a diverse range of example utterances for dual intents to effectively train the NLU component.

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