User Utterance

Initiating Conversational Journeys with Instinct AI Intents

This is the process of initiating conversational journeys using Instinct AI intents. When a customer inputs a particular keyword, Instinct AI matches it with pre-defined intents, subsequently starting a journey to effectively address the customer's query.

The match is based on intent and utterances and doesn't need to be a exact match.

For creating an user utterance journey, you need to have a intent with defined utterances for better performance of journey. If you don't have one, tap here to create.

Scenario

Let's say a customer want to order a tshirt, you can create journey to automate the purchasing process while providing a personalized communication.

How can you create the journey with the above scenario?

How To Create a User Utterance Journey?

The User Utterance Journey triggers when a user's phrase matches the intent stored in the Instinct AI.

1. Navigate to the Journey Tab and click on Create Journey.

Name your journey with the intent that you want to achieve, such as ‘order’. This will help you find your journey easily later.

1. Scroll down to ‘user-initiated’ and tap ‘user utterance’.

1. Under ‘user utterances’, tap ‘select any intent’ and choose from the drop-down that appears.

If you don’t have the intent you want, you can tap ‘here’ to create a new one.

For the scenario, we want the customer to embark on the journey when their intent is to Purchase Tshirt for the same the utterance can be:

Example Intent and Utterances

Intent: Purchase TShirt

1. I'd like to purchase a t-shirt.

2. Can I buy a t-shirt?

3. I'm interested in buying a t-shirt.

4. How can I get a t-shirt from your collection?

5. What t-shirts do you have available for purchase?

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1. Creating the Journey Flow

As per the scenario we know the customer intent is to buy a t-shirt so to sent them the same when Instinct AI understand the intent. We drag and drop:

• Catalog Card

This card contains all the t-shirt collections. For better interaction you can add a body message in the catalog card like

Checkout all the t-shirt meticulously curated just for you. Discover our latest collections and get the best-fit for yourself.

Further, under product thumbnail select, a product whose catalog you want to display in the chat as thumbnail.

• End Conversation Card

We now add a end conversation card to complete the journey flow.

How does the above journey work?

Simply, as soon as the user sends a message that aligns with the intent of the journey, the catalog card is sent.

Customer can simply select their product and make the purchase with procedure set in the catalog card.