WebioFlow Intents

WebioFlow Intents

Overview

WebioFlow pre-trained intents provide your Bot with the ability to identify your customers' intentions, in particular requests related to the Credit & Collection environment (Payments, payment promises, etc.) and positive and negative responses. Once the customer's intent is determined, the Bot will follow the path you have configured.
This feature is available to selected customers. Please get in touch with support@webio.com if you want to learn more.  
Please visit this link if you are looking for a general overview of Global Intents Step.

How to start using WebioFlow Intents

To start using WebioFlow Intents:

From the ACTION block, drag and drop a Global Intent Step onto the bot build screen. Type your message, then select WebioFlow.



From the A.I. block, you can now access WebioFlow Intents.
 

Drag and drop the required Intents onto the Global Intent Step, save and configure the following steps.


Save your Global Intents Step before creating the connections with other steps.

Intents overview

Below is a non-exhaustive list of phrases and words that WebioFlow Intents can understand.

Account Enquiry 

Customer has queries about their account/s or balance - typical sentences this intent can pick are:
    1. "What's my balance?"
    2. "When was my last payment?"
    3. "When is my next payment?"
    4. "How much do I own?"
    5. "Where can I check my transaction history?"
                                                                        

Complaint 

Customer has a complaint.
    1. "I’m dissatisfied with the level of customer service I received."
    2. "I'm not satisfied with your services."
    3. "I’m having trouble with the product/service."
    4. "I received the wrong product/service."
    5. "I have a remonstrance" 
                                                   

Yes

Identifies a customer positive intent.

    1. "Yes."

    2. "Affirmative."

    3. "Indeed."

    4. "Sure,"

    5. "Yes, please."

    6. "Absolutely."

                                                                                   

No 

Identifies a customer negative intent.
    1. "I’m not."
    2. "By no means i'm going to do that."
    3. "I disagree."
    4. "Deny."
    5. "I’m sorry, but I disagree."
    6. "No."
                                             

Payment 

Identifies a customer propensity to make a payment or partial payment 
  1. "Pay"
  2. "I'd like to pay right now"
  3. "Can I pay 70% off my debt now and the rest as soon as possible within the next two months?"
  4. "Can I pay a portion of my balance now"
  5. "Can I pay 70% off my debt now and the rest as soon as possible within the next two months?"
                                                                               

Promise To Pay

The customer wants to commit to paying a certain amount of money (Possibly on a given due date) or to agree on a payment plan.
  1. "I'd like to make a promise to pay"
  2. "I'll pay by the end of month"
  3. "I'll pay as soon as my salary is in"
  4. "I apologize for the delay in payment, but I promise to pay the full amount by the 27th of March."
  5. "Maybe I can start paying next month? How about 5 instalments of 100£ each?"

                                                                                          

Non Payment

Identifies a customer propensity to not to pay.
  1. "I will not pay"
  2. "I'm sorry but I can't pay"
  3. "I have no money left"
  4. "Forget having me to pay for that"
  5. "I am not able to pay, I just renewed my apartment so I have no money left"

                                                                                                                                                     

Vulnerable

Identifies life event vulnerabilities.
  1. "I'm not going to pay you, sorry. I lost my job and I don't have any money left"
  2. "I just got a pay cut and I'm not going to pay until I get some money back"
  3. "I lost everything. I'm sleeping in the car at the moment and I don't know when I'll be able to pay"
  4. "I have health expenses to cover and I can't pay right now"
  5. "I won't be able pay you, sorry. I was victim of fraud and I don't have any money left"
                                                                    

Payment Made

Identifies scenarios where the customer might have already made their payment and might have been charged incorrectly.
  1. "I've already paid this bill!"
  2. "I have settled this payment"
  3. "I think there's a mistake. I already paid this bill"
  4. "I already paid for this last month"
  5. "I have done this payment"
                                                                    

Late Payment

Identifies situation where customer is stating that they will be late with their payment. 
  1. "I'll be late with my payment"
  2. "I'm going to miss the payment deadline"
  3. "I'm not going to make the payment on time"
  4. "I'm afraid my payment is going to be deferred"
  5. "5"

                                                                  

Agent

Identifies situations where the customer wants to speak to an human. 
  1. "Agent please"
  2. "Can I speak with somebody"
  3. "I'd like to speak with an human agent"
  4. "Help please"
  5. "Human please"
                                                                      

Default Fallback

If the intent is not identified (or if an intent matches one of those that WebioFlow can recognize but has not been configured on the Global Intent Step), the Bot will follow the default path you have configured.
                                                                                 




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