1. Accessing IAR Settings:

• Navigate to the Conversational Interfaces section in your service platform.
• Locate Issue Auto Resolution (IAR) settings. You might find it under Settings or by searching for "IAR."

2. Creating a Custom Intent:

• Within IAR settings, find the option to create a new intent. This might be labeled "New" or "Add Intent."
• Give your intent a clear and descriptive name that reflects the user query it addresses (e.g., "check_internet_connectivity").

3. Defining User Queries:

• In the intent configuration, specify the user phrases or sentences that would trigger this intent.
• Include relevant synonyms and variations to capture a broader range of user expressions (e.g., "internet not working," "can't connect to wifi," etc.).
• Gas Word Consideration: Here, you can strategically add gas words (less impactful words) to your list of user queries. Gas words help the system differentiate between similar intents and improve accuracy. For instance, you could include phrases like "having trouble," "experiencing issues," or "not working" alongside your core intent phrases.

4. Mapping the Intent to a Topic:

• Once you've defined user queries, link the intent to a relevant resolution topic within your system. This topic will provide the information or action needed to address the user's issue.

5. Training and Activation:

• After configuring your custom intent, save the changes.
• Initiate a training process for IAR to learn the new intent and its mapping.
• Finally, activate the custom intent within IAR settings.