What is an intent?

An intent is a group of phrases expressing the same communication goal of the author of a given statement (a helpline customer).

For example, the intent CANCEL expresses the desire to cancel a product, and the intent REPORT DAMAGE - the desire to lodge an insurance claim.

When the communication goal is the desire to cancel the product (the customer calls to give up or unsubscribe from a product), the sentences that would express this are:

  • I want to cancel my product (policy/insurance/account etc.).
  • I no longer want this product (policy/insurance/account etc.).
  • I want to terminate the contract for the provision of services (policy/insurance/account etc.).

Thus, we have different ways (or CONSTRUCTIONS) to express the desire to cancel a product: I want to cancel X, I no longer want x and terminate the contract on X.

In order to properly construct the CANCEL intent, for each of these ways (construction) an equal number of examples (minimum 20) should be provided.

In addition, it is worth making sure that all sentences containing these 3 constructions in relation to the same types of products (OBJECTS) are within the same intent (e.g. waiting for the courier and waiting for the postman are in the same intent). Finally, we should also make sure that phrases that pursue the same communicative goal are not included in different intents (see below).