create a separate NLU model vs just adding intents to a model

[aryanarchit0901]

I'm a bit confused about when to create a separate NLU model vs just adding intents to a model set in the Virtual Agent configuration. Is there a recommended approach when designing topics for different departments or functions?

[GlideFather]

Hi @aryanarchit0901,

that would depend on needs of what you want to get from that Virtual Agent..

Each client or even model might have different behaviour.

Please provide some example to get an idea

[Shraddha Kadam]

Using a single, comprehensive NLU model is generally recommended for most Virtual Agent implementations.

Why a single model is preferred:

Better Accuracy: Reduces ambiguity between similar intents across departments, improving overall prediction.

Easier Management: Centralized training and maintenance for all intents.

Consistent User Experience: Provides a unified bot for all users.

When to consider separate NLU models (less common):

Extremely Distinct Domains: If departments have completely separate language and no overlapping concepts (e.g., a "Legal" bot versus a "Factory Operations" bot).

Very Large Scale / Performance Bottlenecks: Only if a single, highly optimized model hits NLU engine limits.

Strict Governance/Ownership: If departments absolutely require independent control over their NLU models.

Dedicated Portals: When you have completely separate portals, each with its own VA widget and highly specific topics.

How to design for different departments with a single model:

Specific Intents: Create clear, focused intents for each departmental task (e.g., "Reset IT Password" vs. "Check HR Benefits").

User Criteria on Topics: Use User Criteria within Virtual Agent topics to control which users can access specific departmental topics. This hides irrelevant topics while the single NLU model still understands the intent.

[nityabans27 · Accepted solution]

Hi @aryanarchit0901 

Why Use a Single NLU Model for Virtual Agent

• Better Accuracy: Reduces intent conflicts across departments.

• Simpler Management: Centralized training and updates.

• Unified Experience: Consistent bot behavior for all users.

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When to Use Separate Models (Rare Cases)

• Completely Distinct Domains (e.g., Legal vs Factory Ops)

• Performance Constraints at large scale

• Strict Department Ownership

• Separate Portals with isolated bots

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Best Practice for Multi-Department Design in a Single Model

• Create specific, clear intents (e.g., “Reset IT Password” vs “Check HR Benefits”)

• Use User Criteria on topics to show relevant topics per user group

If my response was helpful, please mark it as correct and helpful.
Thanks and regards
Nitya Bansal

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