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  • 1.  Knowledge Vs Intent

    Posted 09-25-2025 12:30
    No replies, thread closed.

    I have occurrences where an intent is triggered when a knowledge article should be surfaced. I have gone through the intent utterances and verified that the utterances do not exist, however the NLU test still shows some high % probability.

    Here is an example: somebody types "Who is the city manager?" into the digital bot, which is an exact match on a title of a knowledge article. The intent that is triggered is for "chat" where we connect the user to an agent, however there is no utterance for "city manager" or even "manager". I am dumbstruck on how this is occurring or how to prevent it for this and other articles/intents that cross over in probability. Any advice is much appreciated!!


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Nicole VanWie
    UC Engineer
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  • 2.  RE: Knowledge Vs Intent
    Best Answer

    Posted 09-25-2025 12:48
    No replies, thread closed.

    "manager" is one of the escalation phrases that trigger agent escalation.  You cannot change those phrases, so the only way to avoid it is to disable agent escalation.  If you still want to let your customers to have the option to get to an agent, you can recreate it with an intent.

    https://help.mypurecloud.com/articles/agent-escalation-in-voice-and-digital-bot-flows/



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    Melissa Bailey
    Software Engineer
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  • 3.  RE: Knowledge Vs Intent

    Posted 09-26-2025 11:44
    No replies, thread closed.

    Disabling agent escalation and handling it through our own Intent is the exact approach we took in our virtual agents so we could control the trigger words & overall experience a bit more.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


  • 4.  RE: Knowledge Vs Intent

    Posted 10-01-2025 10:46
    No replies, thread closed.

    Thanks Brian. That is a good suggestion. I will test it out on one of our dev bots.



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    Nicole VanWie
    UC Engineer
    ------------------------------

    Original Message


  • 5.  RE: Knowledge Vs Intent

    Posted 10-01-2025 10:46
    No replies, thread closed.

    Thank you Melissa. This is really helpful information that I totally missed. Appreciate your insight.



    ------------------------------
    Nicole VanWie
    UC Engineer
    ------------------------------

    Original Message


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