Intents are categories of goals or purposes. For example, if a chatbot is asked “Where is the Billing Office?” the intent is "Location Information". We evaluate our intents to ensure we have a comprehensive range and quality to match client submissions and user data. When a client submits a new question, we evaluate if that question should live in an existing intent or if it is more appropriate to create a new one.
Entities are keywords or terms relevant to the intent. The team manages entity development which includes responsibly expanding the vocabulary of the chatbot. We look to connect synonyms such as “Dorms" and “Residence Hall.” We also ensure our AI understands common misspellings (FASFA=FAFSA), “text speak,” (NVM = No or Never mind), and abbreviations (Fin Aid = Financial Aid).