Need for Out of Scope Intents
The NLU engine selects between all the Intents and gives each Intent a confidence score. The total of all the confidence scores of the Intents returned will always add up to 100%. For the NLU to return a result with an Intent it must pass the Threshold, the default Threshold is 70% but it is configurable in the UI.
There are cases where we should make sure that the NLU does not return an Intent. For example. in cases where the user entered a phrase that doesn't apply to any of the Intents or in cases where only part of the responses should come from Intent flows and some responses should come from KAI. In those cases, we should make sure that the NLU identifies the input as an Out-Of-Scope.
Create Out of Scope Intents
To create Out of Scope Intents, follow the given below steps:
Prerequisites
Choose 20-100 common words in the selected language containing:
Short words and longer words (2-10 letters)
Multi-word/longer phrases
Short phrases (2-3 words).
Note
Ensure the common words includes words and phrases that does not exist in any other Intent’s training phrases.
The actual number should be around the highest number of training phrases among all the other Intents in the system.
Create 3 new Intents named "Out Of Scope 1", "Out Of Scope 2", and "Out Of Scope 3 with the Intent type as General.
Keep the common words handy and add the same set of common words as Training Phrases for all 3 Intents.
Train all 3 Out of Scope Intents.
Run a Regression Test to confirm whether the Intents are recognized.