Available for English language and Enterprise users only.
Workflow
- Create a Project — Organize intent discovery by business use case.
- Upload Transcripts — Upload historical conversation CSV files.
- Extract Intents — Platform auto-identifies intents and qualified utterances.
- Train the Utterances — Add new intents or train existing dialogs/FAQs.
Create a Project
- Go to Automation AI > Tools > Intent Discovery.
- Click Create Project.
- Enter a Name (max 256 chars) and Description (max 1000 chars). Click Proceed.
| Column | Description |
|---|---|
| Status | No Files Uploaded / Intents Not Extracted / Intent Extraction In Progress / Intents Extracted |
| Sessions | Number of sessions from uploaded transcripts. |
| Intents Extracted | Count of extracted intents. |
| Results | Added Dialogs, Added FAQs, Trained Dialogs, Trained FAQs. Displays NA until extraction completes. |
Maximum 10 projects per app. Project name and description can be updated anytime.
Upload Transcripts
CSV File Format
All columns are required.| Field | Description |
|---|---|
| Id | Session ID. All messages in a session must share the same ID. |
| Sender ID | ID of the AI Agent or human agent. |
| Other Party ID | ID of the user. |
| Direction | in (user input) or out (agent response). |
| Message | The message content. |
| Message Type | text or html. |
| Created on | Date and time the message was sent/received. |
Steps
- Click Upload Transcript and select your CSV files.
- After upload, click Manage Transcripts to view the file list with:
- File Name, Upload Time, Sessions count, Status (Conv. Extraction In-progress / Conversations Extracted / Intents Extracted / Invalid File / Upload Failed).
View Conversations
After successful upload, the platform extracts conversations. Apply a Date Filter under Contents to browse session summaries (AI Agent message count, user message count). Delete individual conversations that are not useful.Delete a Transcript
Hover over any transcript row and click the Delete icon. Use this to remove incorrect or unneeded uploads.Extract Intents
- Click Extract Intents in the Transcripts dialog box.
- Wait for extraction to complete (time depends on file count and size).
- The extracted intents list shows: Intent Name, Session Count, Qualified Utterances, Actions.
View Extracted Intent Details
Click any intent row to open a detail panel showing:- Session ID — Session ID and timestamp.
- Utterances — Up to 3 utterances shown per session; click the chip to expand all. You can bookmark utterances.
- Status —
Yet to Review(default) orReviewed. - View Transcripts — Opens the Session Details dialog with the full chat transcript and session summary.
Train the Utterances
For each extracted intent, use the Add/Train dropdown to take action.Add a New Dialog Task
- Select Add > Dialog Task.
- Enter a name and description.
- Select the required utterances from the qualified list (bookmarked ones are marked).
- Click Add to Bot.
Train an Existing Dialog Task
- Select Train > Dialog Task.
- Select the target dialog task from the Intent dropdown.
- Select utterances and click Add Utterances.
Add a New FAQ
- Select Add > FAQ.
- Enter a name and description.
- Select utterances and click Next.
- Enter the FAQ question text and bot response. Selected utterances become alternate questions.
- Set channel, display name, reference ID as needed. Click Add to Bot.
Train an Existing FAQ
- Select Train > FAQ.
- Select the target FAQ from the dropdown.
- Select utterances and click Add Utterances.
Change Utterance Status
In the Extracted Intent Details panel, change status between Yet to Review and Reviewed for one or multiple utterances at once. The Actions column and the project-level Results column reflect all add/train operations with running counts.Reusing a Project
Add more transcripts to an existing project at any time to extract additional intents. You can also delete obsolete transcript files.Delete a Project
Click the delete icon on the project row and confirm. All project data is deleted, including transcripts, extracted intents, summaries, utterances, status flags, and bookmarks.Deleting a project does not affect Dialog Tasks or FAQs already trained from that project.