So, let’s imagine a situation, where a bank customer calls a support, complaining about their credit card, which is not working. There are different ways to talk about this issue:
my card is not working;
my card is blocked;
I couldn’t make a payment;
something is wrong with my card;
why can’t I make a payment
and so on.
Voicebot can understand all these different variants, including interjections through intents. An intent is basically what the user wants or their intention. In this case the intent is the - ‘blocked card’. And all the different ways, in which the user can express it, are called the ‘training phrases’. In other words, they are the predicted phrases that the user may say. When the user’s utterance overlaps with, or matches the intent that the voicebot knows, then the voicebot knows how to react and what to say.