I have inherited a bot flow that has over two hundred intents, many of which are overlapping. The ‘Intent Health’ score for the entire flow is sitting at around forty percent, and the bot is constantly misrouting customers. I want to use the ‘Utterance Miner’ to consolidate these intents, but I am worried about losing the historical training data. Is there a way to ‘Merge’ intents in the Knowledge Workbench without having to manually copy-paste all the training phrases?
Hello Isa47. I am a QM supervisor and I have seen these ‘Messy Bots’ cause a lot of extra work for my team! To answer your question, there is no native ‘Merge’ button in the Knowledge Workbench. You have to do it manually. However, you can export the entire intent list to a CSV file, consolidate them in Excel, and then re-import them into a new ‘Clean’ bot flow. It is much faster than doing it one by one in the UI.
Greetings. I am a security officer and I have seen these misrouting issues lead to PII being shared with the wrong bot paths. To follow up on Bia97, when you consolidate your intents, please make sure you also update your ‘Architect’ routing logic! If you merge two intents into one but keep the old ‘Switch’ cases in your flow, you will end up with ‘Dead Paths’ that the customers will hit. I always recommend doing a full ‘Flow Audit’ after any major intent refactoring.