How To Resolve Intent Conflicts With IBM Watson Assistant

Original article was published on Artificial Intelligence on Medium


How To Resolve Intent Conflicts With IBM Watson Assistant

You Can Perform Intent Conflict Resolution Automatically

Introduction

…overlap in intent training examples might be confusing your chatbot.

These overlaps are really conflicts, which can exist between two, three or more separate intents.

Once your chatbot grows in the number of intents, and also the number of examples for each intent, finding overlaps or conflicts become harder.

Detect & Resolve Intent Conflicts

Often the approach is just to add more examples, which most probably will just add to the confusion.

While the solution is not a lack of training data or examples, but conflicts within those examples.

It does make sense to segment the examples clearly per intent, but overlaps might not be that easy to spot.

This might very well be the case if a larger team is working on the chatbot and adding example phrases from conversations in an attempt to improve accuracy.

Overlaps can easily be created in such a scenario and the whole attempt to improve the bot will in fact cause a degradation of the quality and clarity of user intent recognition.

The basic chatobt structure is on the left, with a list on twelve intents.

Hence detecting these conflicts become paramount in larger teams and organizations. You might have hundreds or thousands of intents each with a number of examples. This is why automation of this process is key.

Tracking Conflicts

The ideal would be not to have a manual process of picking up conflicts, but rather a process which surfaces conflict real-time as they occur. Too many chatbot teams learn from errors and vulnerabilities in customer conversation data and monthly reports.

Conflicts should be checked for in real-time continuously, or when updates are committed.

How would these conflicts be managed in a real-word scenario? Here is a short tutorial…