Utterances

An utterance is what the user has typed into the chat plugin. We we refer to this as what the user says, where as the Intent is about what the user means.

The reason the intent and the utterance are treated differently is because there is often multiple different ways of saying the same thing. For example :

• When are my bins being collected?

• What day is my bin collection day?

• Is my green bin being collected today?

• Remind me what day my recycling is being collected please.

These are all different utterances but the intent behind them would all be the same - specifically about identifying bin collection days.

Utterances are used to train Intents. By providing as many different examples of things that mean the same thing, the Natural Language Processing is better able to recognise that Intent again when a user has said something similar.

You can add new Utterances to an intent via the Intents page as shown above.