NLU for a specific word triggering the wrong intent

[Stacey9]

We have a Software topic that specifically provides help for installing software. My colleague setup @software as a list with alternate values of key software we provide installation help for. This has been fine for a couple of months, but now we have a problem where we created another topic that deals with the how-to of using Zoom including how to install the software and the bot is only picking up the intent for software when using the single word 'zoom' with lower case. We had removed zoom from the @software list and from anywhere used in the software NLU, then retrained the model. The slider for the system defined entities software is also disabled. Nothing we do is able to fix 'zoom' from pointing to software.

Just to note using phrases like "I need help with zoom" or "installing zoom" triggers the right intent. It's just the single word 'zoom' in lowercase where there is an issue. I feel like I've gone through everything, but can't work out why it's still going for the old intent with just that word.

[Tom Sienkiewicz]

Hi, I assume that when you go to Conflicts under any of those overlapping Intents, no issues are actually shown? 

Silly idea - but have you published the model after retraining/is it published on the target instance?

Another idea - when you test the new model/the failing utterance, what confidence threshold are you getting? Perhaps raising the overall threshold for that model would fix the issue?

[Stacey9]

Thank you for suggesting the conflicts. I didn't realise our dev team hadn't enabled this as an option to check NLU. The confidence level is above 85% so we can't adjust that. The zoom word is stuck somewhere we just can't work out where in the software intent. I've asked my colleague to try creating a new software intent to see what happens.

[Stacey9 · Accepted solution]

Found the answer here https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0816034 turns out it was some weird issue with case sensitivity of the first letter when training the NLU model. After following the KB instructions the intent triggers correctly for both 'zoom' and 'Zoom'.