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]

Yes, Have had that setup for 3 years.  Obviously, you need to test your environment to ensure it meets your requirements.