Virtual agent - utterances are not picking up the topic

[Krissy]

Hi,

I have two topic blocks that are similar , one for mobile phones and one for landline. The utterances has "phone" in it. There were some conflicts in the mobile phone intent/ utterances such as "mobile phone" will conflict with landline topic "my phone is not working". So i removed "phone" from the mobile phone intent utterances and just kept mobile. I then trained and published but when i chat on the virtual agent, and i type my mobile phone is not working its not recognizing that its a mobile app issue, it keeps going to Landline.

Any recommendations on my utterances?

Please assist.

Thank you

[Tricia Cornish]

Hi Krissy - Since the 2 topics are closely related, it may be helpful to design a "phone" topic/intent that has an entity for mobile v landline, and then a question in the topic that clarifies mobile v landline with entity matching. You'd remove the 2 sets of intents for mobile v landline and create 1 intent that contains utterances for both with a mapped entity for extraction. 

If someone enters "I'm having an issue with my mobile phone", the topic can skip the clarifying question and go straight to your topic block for mobile issues. If someone enters "I'm having phone issues", the bot can prompt for mobile or landline and then direct accordingly.

It seems like you just want to get them on the right path and this might be an easier option v the 2 intents/utterances. 

[Krissy]

thank you this is very helpful.