Hi Team,
In my cx agent, i have few intents like (speakToAgent, confirm.yes, confirm.no). In one of the page, we have entry fulfillement as (was i helpful?). Here i have these 3 intents as route transitions. User might say any of these three. As a fallback, i have sys.no-match-1 event handler, which prompts the question again.
For speakToAgent intent, i have utterances like (connect to agent, speak to agent, transfer to agent, human help)
Issue is, at this point, if user says “want to book additional courses”. This should obviously trigger no match, but its somehow triggering speakToAgent intent. I cant even add this utterance “want to book additional courses” to default negative intent because the similar utterance i have for router groups in a different flow-page. I dont think of any solutions which could resolve this issue.
Im using standard nlu with 0.5 as confidence score. If someone say “want to book additional courses”, it should go to no match other than speakToAgent intent. Please help on tackling this scenario.
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