How To Structure Intent In Chatbots And Gather Useful Feedback

I recently collaborated on several projects involving chatbots and had the opportunity to discuss with industry experts about the main difficulties that are often encountered in this type of project. While it is becoming easier and easier to build conversational assistants, it looks like there are some problems that emerge systematically as the chatbot grows, as a consequence of not having a proper intent architecture. In this article, I propose a way of designing intents with the goal of avoiding these bad symptoms. I'll deal primarily with chatbots whose input may be both free text or voice (and so intent classification is involved), and from multiple choice. The good news is that we can use both input modes in the same chatbot, using the best one on the right occasion.