Utterance
In Salesforce Einstein Bots and NLP, a sample phrase or sentence that represents how a user might express a specific intent, used to train the bot's language model to recognize variations of the same request.
Definition
In Salesforce Einstein Bots and NLP, a sample phrase or sentence that represents how a user might express a specific intent, used to train the bot's language model to recognize variations of the same request.
In plain English
“An Utterance in Salesforce Einstein Bots and NLP is a sample phrase representing how a user might express a specific intent. It's essentially the same concept as a Training Phrase - an example sentence used to train the bot's language model to recognize what users are asking.”
Worked example
When training the Einstein Bot at Hartmoor Capital to recognize the CancelSubscription intent, the developer adds 30 example Utterances: "I want to cancel," "cancel my subscription," "how do I close my account," "please end my plan," "i'd like to discontinue," and 25 others. The NLP Model learns to recognize all 30 (and similar paraphrases) as the same intent. When a real user types "how can I unsubscribe?" - an Utterance the model hasn't seen but is semantically similar - it still classifies as CancelSubscription. The richer the Utterance training set, the more robust the bot is to natural-language variation.
Why Utterance matters
In Salesforce Einstein Bots and NLP, an Utterance is a sample phrase or sentence that represents how a user might express a specific intent, used to train the bot's language model to recognize variations of the same request. Utterance and Training Phrase are used interchangeably in Salesforce bot development.
Providing diverse, representative utterances is key to bot accuracy. The more variations the model sees during training, the better it recognizes real user input. Mature bot programs continuously add utterances based on actual user interactions the bot fails to recognize.
How organizations use Utterance
Provides diverse utterances for each intent to improve recognition accuracy.
Updates utterances regularly based on unrecognized user inputs.
Treats utterance quality as foundational to bot performance.
Trust & references
Straight from the source - Salesforce's reference material on Utterance.
- Write Utterances for Einstein BotsSalesforce Help
Test your knowledge
Q1. What is an Utterance?
Q2. Is it the same as Training Phrase?
Q3. How do you improve recognition?
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