This is a tutorial series that's cumulative in nature. To start from the beginning, start here.

Consumers often request an action or information from a brand. These consumer requests can be grouped under named categories that we call intents. Some examples of common intents are:

  • Check order status: “What is the status of my lawn mower order?”
  • Request product price: “How much does the iPhone 11 cost?”
  • Make a payment: “Can I make a payment today for the total amount?”

A domain is a collection of related intents. Each domain has a specified NLU provider and language.

Step 7: Extend a prebuilt domain

In this step, you add a prebuilt domain and extend it by adding two intents to support affirmative (yes, yeah, etc.) and negative (no, nope, etc.) responses from the consumer. You’ll use these intents later in the tutorial.

  1. Open the menu on the left side of the page, and select Automate > Intent Manager.

    The Intent Manager menu option in the left navigation pane

  2. In the menu bar in the upper-left corner, select Build.
  3. Click Add Domain in the upper-right corner.
  4. Select the Prebuilt domains tab.
  5. Move the cursor over the Cross-vertical domain, and click the Add button that appears.

    The Add button that appears when you move the cursor over a prebuilt domain in the window

  6. Click Add Intent in the lower-left corner.
  7. For Intent name, enter “Yes response.”
  8. Under Training, select Bulk Edit.
  9. Copy and paste the following values in:

    Absolutely positively
    By all means
    I agree
    Most certainly
    No doubt
    No problem
    Of course
    Sure thing
    Without a doubt
    Without question
    You bet

  10. Click Save.
  11. Use the same process to create an intent named “No response” with the following training phrases:

    Absolutely not
    Definitely not
    I can't comply
    I'm afraid not
    I'm sorry, but that's not possible
    No chance
    No siree
    No way
    No, not this time
    No, thank you
    Not at all
    Not in a million years
    Not on your life
    Regrettably, no
    Sorry, but no
    That's a negative

    Now, train the domain to create a model version that you can test.

  12. Click Train & Create Version in the upper-right corner.
  13. In the confirmation dialog, click Train and create version.

    Training takes just a few minutes to complete. When done, the status changes to “Trained.”

    The Versions page that shows the trained version

  14. Select Intents on the menu bar.
  15. In Test User Input on the right, enter a few affirmative and negative responses to verify the new intents are being matched correctly. Be sure the Model version is 2.

    Testing Yes responses in the tool

    Testing No responses in the tool

    With the consumer experience fully tested, you can now safely “release” the domain, so it’s used in Production and in other Conversational Cloud applications.

  16. Select Versions on the menu bar.
  17. In the row for the model version that you just created, under Actions, click the Release icon.

    The Release icon that appears for a model version

  18. In the confirmation dialog, click Release.

    Version 2 is now released and “live.”

Step 8: Create a domain from scratch

In this lesson, you create a domain from scratch using a resource file in the ZIP file you downloaded earlier in the tutorial.

  1. Still in Intent Manager, select Dashboard on the menu.
  2. In the upper-right corner of the domain list, click Add a domain.
  3. For Domain Name, enter “Pharmacy.”
  4. Scroll down, and under Create content, select “Import.” Then use the controls provided to import the intents from the CSV file that’s in the ZIP file that you downloaded at the start of the tutorial.

    The Add Domain window, with a callout to the option for selecting to import content

  5. Click Add to create the domain.

Step 9: Create and test a new intent

  1. Click Add Intent in the lower-left corner.
  2. For Intent Name, enter “Refill prescription.”
  3. Under Training, click Generate.

    The Generate button for using Generative AI to generate training phrases

  4. Specify the following:

    • Topic: Any request or intention to refill a prescription. This is most commonly due to low stock on the part of the consumer.
    • Guidance: Request is urgent due to the importance of the medication. Consumer is polite. Stay focused on the request to refill the prescription. Don't ask other questions.
    • Example training phrase: I want to refill my prescription because I'm running low.
    • Example training phrase: I need to refill my prescription because I'm completely out.
    • Example training phrase: Can I refill my prescription?

    The window for building the prompt to generate phrases using AI

  5. Click Generate.
  6. Click Add to intent to add the generated training phrases to the “Refill prescription” intent.
  7. In the upper-right corner, click Train & Create Version.
  8. In the confirmation window, click Train and create version.

    Wait for the training to finish, and then proceed with testing the new intent.

  9. Click Intents on the menu bar.
  10. In Test User Input on the right, enter a phrase, such as, “I want to refill my prescription.”

    This should yield a good match to the “Refill prescription” intent.

    Using the tool to match consumer utterances to the Refill prescription intent

  11. Test with a few more consumer utterances to ensure the “Refill prescription” intent is working as you expect.

    Using the tool to match more consumer utterances to the Refill prescription intent

  12. Release version 1 of this new domain. (Tip: Use the Versions page.)

What's next?

Continue on to the next tutorial in the series.