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Train your virtual agent to recognize an intent

The virtual agent is now available for all Jira Service Management customers on Premium and Enterprise plans. Read more about plans and pricing.

Each intent represents a specific problem, question, or request that your virtual agent can help to resolve for your customers. Read more about intents.

When a customer’s message is matched to an intent, the virtual agent can start a conversation flow to get the customer the help they need — but first, the virtual agent needs to be trained to recognize intents in customer messages.

To train the virtual agent to recognize an intents, you need to provide it with training phrases. The virtual agent analyzes these training phrases and then uses machine learning to recognize that intent in actual customer messages — even if their messages don’t exactly match one of your training phrases.

Add, edit, or delete training phrases from an intent

  1. From the navigation on the left, select Project settings, then Virtual agent.

  2. Select Intents, and then select the intent you want to edit.

  3. Select Training.

  4. Add, edit, or delete training phrases:

    • To add a new training phrase, type your phrase into the field under Training phrases, then press Enter.

    • To edit an existing training phrase, select the one you’d like to edit, make your changes, then hit Enter.

    • To delete a training phrase, hover over the one you’d like to delete, and select Delete ().

  5. Select Save changes to train your virtual agent.

Tips for effective virtual agent training

Use words and phrases most commonly used by your actual customers. Customers may ask for the same thing in very different ways — capture as many of these different ways of asking as you can! Read through past issues, and copy and paste the initial phrases your customers use when asking for help with the intent's main purpose.

Add as many unique training phrases as you can. Avoid repetition, but add as many as you can to give the virtual agent as much data as possible to train with. We recommend around 20 training phrases to start with, but you can add up to 100.

Review and edit your training phrases as needed. As you watch the virtual agent’s performance, you may want to come back to existing intents and edit your training phrases to make your virtual agent’s intent recognition even more effective over time.


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