End conversation and Resolve Incident Intent conflicting

[PriyanshuVerma1]

Hey everyone,

I am facing an issue with two intents : end conversation intent from oob setup topic nlu  model and resolve incident intent from my custom nlu model.

I am using entity as well in my resolve incident intent. I thought this will make VA predict correct intent.

For utterances starting with close my Virtual agent is getting confused between these two intents. 

eg : close ticket, close my incident. 

And VA is picking this end conversation intent with more than 90% confidence for above utterances.

Any suggestion to handle this situation. 

[Lynda1]

End Conversation meaning the close topic?  Not sure how you named that topic. Usually setup Topics do not have a NLU Intent attached. At least I do not have one attached to the Closing Conversation Topic.

[PriyanshuVerma1]

Hey @Lynda1 ,

End conversation is intent that is mapped to close conversation topic. 

So if you look for out of box setup topic "Closing Conversation" in virtual agent designer, in its properties you can see nlu model and intent attached. See image attached by me This is read only. Also if you don't have nlu attached to your closing conversation topic, how does it trigger when someone wants to end chat. 

[Lynda1]

You duplicate the topic, we changed the end conversation message and I removed the NLU information! It got in the way! 

Then go to the Setup Topics and update the closing type

Conversational Interfaces - Settings
Virtual Agent
Custom Greetings and setup
Click View All
Select the chat name - we left it with the default name
Setup Topics tab

It knows to run the End Conversation from the setup.

[Mannapuram]

@Lynda1  So is your issue fixed after changing the topic in "Setup Topics" tab?