Shape intents around decisions, not nouns
Create a chatbot intent taxonomy that distinguishes intents, entities, and escalation triggers.
The bot routes many utterances into a broad "SIM" intent, causing generic replies for activation, no-signal troubleshooting, replacement, transfer, and delivery questions. Intent taxonomy: user job as intent, variable details as entities, risk conditions as escalation triggers. Noun-based intents are easy to name but hard to act on because they hide the user's desired progress. Collect real utterances "Activate my SIM," "No signal after activation," "Lost SIM," "Move my old number," "Where is my SIM?" Discovery starts with language users actually type, not the internal product menu. Name action intents Activate SIM; troubleshoot no signal; replace SIM; transfer number; check…
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