33+ Common Chatbot Intents - Where to Find Prebuilt Models (2022)

Learn about the most common chatbot intents that are used and how you can implement them in your next chatbot project.

When creating a new chatbot, you’ll need to define intents in which the bot will respond to. Being able to define intents will be important because it will allow any user requests and utterances to be grouped together and direct those common requests to performing and delivering the same action or result.

The most common terminology when chatbots are being planned for development are utterances, intents, and entities. Utterances is what a user will say or type to a chatbot. Intent is what the user is intending to have the chatbot do. An entity are pieces of the utterances (almost like metadata) that are generally nouns that give more meaning/definition to allow the chatbot to provide the appropriate action. You can learn more about the fundamentals between the differences between a chatbot intent and entity prior to reviewing the most common chatbot intents.

33+ Common Chatbot Intents - Where to Find Prebuilt Models (1)

If you are using a platform like Azure Bot Service, chances are some of the most common chatbot intents are available right out of the box.

In this post, I’m going to go through some of the most common chatbot intents that you should consider when implementing your next chatbot.

All About Common Chatbot Intents

In order to ensure that users and customers feel like the chatbot understands them, you’ll need to define various intents across different categories while also training a multitude of examples for the bot.

An intent represents a user’s task or action that is needed to be performed.

How Do Intent Based Chatbots Work?

Intent based chatbots work by defining a list of intents that a user of the chatbot would complete. Based on these intents, the backend system will use algorithms to calculate and compare the user request and the training examples provided be the defined user intents. The comparison results in a confidence score (represented as a decimal or percentage). Development teams can utilize a threshold to determine whether the intent matches the predefined intent or would be categorized as an unknown intent.

(Video) How to Enable Natural Language Processing in Your Einstein Bot | Salesforce

Chatbot Intent Guidelines

When developing a chatbot, intents play a big role in determining how it will respond to a user’s request. The best way to develop an intent is working backwards from what the user will want as a result from the chatbot.

As an exercise, your organization could develop a list of responses the chatbot could provide. Next, group those actions based on commonality of the data/action that is completed. These will generally be the intents that your chatbot will need to build.

On most platforms, intents should be trained with a minimum of 10 utterances. As new utterances are added and trained, all intents need to be updated with the same number of utterances in order to balance the training data.

Intents should also be different until to allow the algorithm to distinguish between the two. While each intent does not need to represent every single action the chatbot takes, it does not to be different enough to capture the main action or task the user is asking for.

In my own experience, when we initially built our chatbot, there was one intent that was heavily trained which then skewed our model because the other ones had 50% less trained data. Because of this, I would recommend ensuring that the number of utterances trained are balanced across all intents.

Common Chatbot Intents by Industry

While entities can be very similar across industry because they refer to nouns, intents can be different across industries and even companies. Below, I’m going to talk about some of the most common intents that are used across various industries.

Common Insurance Industry Chatbot Intents

  • Receive insurance quote
  • Change insurance plan
  • Get help with insurance policy information

Common Real Estate Industry Chatbot Intents

  • Find information on available property
  • Find information on listing a property
  • Provide recommendations on real estate vendors

Common Finance/Banking Industry Chatbot Intents

  • Ask about a charge
  • Pulling up information on accounts
  • Report fraud
  • Upgrade service or contract
  • Learn about service details
  • Troubleshoot an issue

Common Consumer Goods and Retail Chatbot Intents

  • Learn about product or service details
  • Check on order status and delivery times
  • Find out how to return a product
  • Find out return policy
  • Report missing products

Common Employee Chatbot Intents

  • Learn about benefits
  • Find out information on internal ticketing processes
  • Find out subject matter experts within an organization
  • Review information on a ticket
  • Find information about customers and relationships
  • Find information on organization’s services and products

None or Unknown Intent – The Common Fallback Intent

Most chatbot platforms will have a None or Unknown intent, which is. what is often referred to as a fallback intent. When an utterance does not match an intent, the chatbot can respond with the unknown intent action, which is often represented by dialogue that allows the chatbot to ask more clarifying questions or direct the user to a valid choice. This can often be referred to as the disambiguation dialog or error dialogue.

Common Prebuilt Intents

Most chatbot platforms will have prebuilt domains and intents that can be used as templates, giving your organization the ability to save time having to develop your own intent and entity.

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Examples of prebuilt intents on most major chatbot platforms include:

  • Calendaring
  • Messaging
  • Email
  • Home Automation
  • Note Taking
  • Locations and Places
  • Restaurant Reservation
  • To Do List
  • Weather
  • Internet Searches

Chatbot User Intent Detection, Recognition, and Classification

Intent detection, recognition, and classification is teh ability of understanding the intent of a user and classifying it based on what the user wants to do. This is form of Natural Language Processing (NLP).

A labeled dataset will need to be used to train the intent model by taking raw text and classifying them into the appropriate intent categories. Training intents with utterances is an important part of intent classification, which will allow you to correctly predict algorithmically what the user wants to do with your chatbot.

Common Intent Challenges

Labeled Datasets

Clean labeled data is easier said than done. Effective chatbots learn from clean data, which can determine how well intent detection works from the initial set of data.

Understanding Sentence Structure with Context

Understanding the context of a user with a long request can be done by ensuring each intent also includes paired entities, to better understand and provide the appropriate response to the user.

Shared Data for Intent Recognition

Examples of great intent detection can be found from Siri with Apple and Alexa with Amazon, but they keep the results of intent recognition development to themselves. However, there are companies that exchange public funding to build relationships with learning institutions which allow research results to be public and available for free across a multitude of organizations. You’d need to be able to know what to look for and what to look at within the research data.

Common Chatbot Intent Analysis and Improvements

Chatbots get better over time as long as there is time to accommodate for iterations of testing out new dialogs, splitting intents, and adding/modifying entities. Updating the chatbot to adapting to removing/adding utterances will continue to improve intent matching.

Maintenance of ensuring quality intent matching include:

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  • Reviewing unknown intents for additional utterance training or disambiguation dialogue
  • Reviewing matched intents for false positive matches
  • Reviewing matched intents for additional entities that could have alternative actions

Chatbot Intent Dataset

Datasets for chatbot intents can be hard to find because intents are so specific to organizations.

Example Intent JSON File for Chatbot

While some platforms provide prebuilt intents and entities, some platforms require you to build your own intents out completely. Kaggle provides an Intent.JSON file that you could use as a starter set.

Personal Experience in Developing Intents

After working for an organization for 18 months standing up an internal chatbot for over 30,00 employees, I learned a lot during the process. If you can believe it, as a fledgling organization working with “newer” cloud technology, we found ourselves ahead of the features that were available for our platform that we were using at the time.

A year later, we found that the platform finally caught up to us, but that meant we had to upgrade platforms, which increased our tech debt backlog.

That was a hard lesson learned: being on the forefront of development technology (not just developing a platform, but using the platform) meant that you were not only investing time is researching what works, but also setting yourself up for potential backtracking if your platform finds better ways to do things, and in doing so, scrapping the current version you are on.

Intent for People

Originally, the chatbot that my team built was an internal chatbot for an organization. It should only handle the ability to recognize the people within the organization. As the chatbot took off, the team found that there was a need to recognize people within our client relationship database. We moved from an internal “employee/staff” intent and had to create and train a wholistic “people” intent.

Intent for Help

Originally, we built the help intent to get the chatbot to provide “help” context for working with the chatbot. As an internal chatbot, we found that we needed to incorporate the ability to respond to other “help requests” that would be provided by other organizations. We had to build a general help intent and build entities around the “type of help” that was needed. Generally, this was based on topic areas that the team owned.

Frequently Asked Questions About Chatbot Intents

Can different user intents have a similar response?

Different chatbot user intents can have similar responses when the entity is not clear. Depending on who within the organization “owns” answering to that intent, different responses should be maintained in separate workflows to account for any future changes to the response if separate organizations can potentially answer for that intent.

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Can the same user intent have different responses?

The same user intent should not have different responses, as this would confuse the intent classification. For example, if you asked “Where is my order?” should not have varying answers.

Summary About Common Chatbot Intents

Chatbot intents have the power to discover exactly what the user wants to receive, and your organization has the ability to offer a helpful, quick, and precise response, thereby increasing customer engagement to your marketing platform.

A great chatbot platform will be able to handle the ability to train common intents and variations of those intents. Detecting user intent for a chatbot is a difficult task, but planning what your chatbot will be able to recognize and action on will be an important planning step.

Other Chatbot Intent Posts You Might Like

  • Simple Explanation of Chatbot Intents
  • Simple Explanation of Chatbot Entities
  • How to Measure Effectiveness of a Chatbot
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Where can I find chatbots? ›

You can spend a lot of time playing with chatbots. Chatbots are on Facebook Messenger, Slack, Kik, in the App Store, and on browsers.

What are intents in chatbot? ›

Within a chatbot, intent refers to the goal the customer has in mind when typing in a question or comment. While entity refers to the modifier the customer uses to describe their issue, intent is what they really mean.

Which software is used for chatbot? ›

Best Chatbot Software Comparison Table
SolutionBest forFree Plan
SendinblueSmall businesses, start-ups, SaaSYes
ChatraSmall businesses, ecommerceYes
HubSpotSales teamsYes
DriftB2B companiesYes
8 more rows
19 Aug 2022

Which company has the best chatbot? ›

7 Best Chatbots (September 2022)
  • The Best Chatbots of 2022.
  • HubSpot Chatbot Builder.
  • Intercom.
  • Drift.
  • Salesforce Einstein.
  • WP-Chatbot.
  • LivePerson.
  • Genesys DX.
15 Aug 2022

Are all chatbots based on AI? ›

The answer is that it depends, as not all solutions rely on AI or ML to power their Chatbots, but the idea of using Natural Language Processing (NLP) to be able to understand text or speech from users is the dominant paradigm.

How many types of chat bots are there? ›

This article aimed to help understand the two main types of chatbots: rule-based and AI chatbots. The latter has a much more complicated functionality and contextual awareness that require less training data and that can actually perform the task for the customer without any human assistance.

What are intents and entity? ›

Intent: An intent represents the purpose of a user's input. You define an intent for each type of user request you want your application to support. Entity: An entity represents a term or object that is relevant to your intents and that provides a specific context for an intent.

What are intents and entities in NLP? ›

While intent refers to the goal the customer has in mind when typing in a question or comment, entity refers to the modifier – fields, data, or text, the customer uses to describe their requirement while the intent is what they really mean.

What are entities in a chatbot? ›

Entities can be fields, data, or text describing just about anything — a time, place, person, item, number, etc. Using natural language processing (NLP), chatbots can extract entities from entries that users type in in order to turn around accurate recommendations and answers.

How do I choose a good chatbot? ›

6 Things to Consider While Choosing the Best Chatbot for Your Business
  1. Chatbots in Enterprises. ...
  2. Define the problem you are trying to solve. ...
  3. Make sure your chatbot knows when to start interacting with the customers. ...
  4. Check whether the chatbot incorporates natural language processing and speech support.
4 Mar 2020

What is a chatbot vendor? ›

Many vendors that provide chatbots, conversational platforms, or virtual assistants market them to a specific type of user or department. For example, chatbots can be designed for use by sales reps, marketers, eCommerce websites, internal employee requests, or customer service agents.

Which chatbot framework is best? ›

Now, let's take a look at some of the best open-source chatbots in 2022, and remember, these are in no particular order!
  1. Microsoft Bot Framework‍ Microsoft Bot Framework (MBF) offers an open-source platform for building bots. ...
  2. Botkit‍ ...
  3. Botpress. ...
  4. Rasa. ...
  5. Wit.ai. ...
  6. OpenDialog. ...
  7. Botonic. ...
  8. Claudia Bot Builder.

What is the most advanced AI chatbot? ›

Mitsuku is claimed to be the most human-like conversation bot in the world. The chatbot has won Loenber price multiple times for the most human-like conversation.

What is the most intelligent AI chatbot? ›

Best AI Chatbot for Customer Service: Netomi

It has the highest accuracy of any customer service chatbot due to its advanced Natural Language Understanding (NLU) engine. It can automatically resolve over 70% of customer queries without human intervention and focuses holistically on AI customer experience.

What language is used for chatbot? ›

While making chatbots, Python makes use of a combination of Machine Learning algorithms in order to generate multiple types of responses. This feature enables developers to construct chatbots using Python that can communicate with humans and provide relevant and appropriate responses.

How advanced are chat bots? ›

Mr Laporte adds that chatbots are now "10 times better than they were 10 years ago", and that after initial programming, and then using machine learning and artificial intelligence (AI), they can learn and understand what the user is saying, or typing, and thus know what to reply.

What's the best AI companion? ›

The 5 Best Android Chatbots That'll Keep You Entertained
  1. Replika. 3 Images. Close. Replika is an AI chatbot that has lofty goals: to become your close friend. ...
  2. SimSimi. 3 Images. Close. ...
  3. Wysa: The Wellness Chatbot. 2 Images. Close. ...
  4. Anima: Your AI Friend. 3 Images. Close. ...
  5. Mydol: The FanBot. 3 Images. Close.

What type of AI is a chatbot? ›

Artificial intelligence chatbots employ AI and natural language processing (NLP) technology to recognize sentence structure, interpret the knowledge, and improve their ability to answer questions. Instead of relying on a pre-programmed response, AI chatbots first determine what the customer or user is saying.

How NLP is used in chatbot? ›

NLP combines computational linguistics that is the rule-based modelling of the human spoken language with intelligent algorithms such as statistical, machine, and deep learning algorithms. These technologies together create the smart voice assistants and chatbots that you may be used in everyday life.

What is basic chatbot? ›

At the most basic level, a chatbot is a computer program that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person.

What is the difference between conversational AI and a chatbot? ›

Conversational AI is all about the tools and programming that allow a computer to mimic and carry out conversational experiences with people. A chatbot is a program that can (but doesn't always) use conversational AI. It's the program that communicates with people.

What is hybrid chatbot? ›

A hybrid chatbot is a program that dialogues with humans to provide an automated and personalized reply. It intervenes only through an instant messaging channel in addition to the agents (live chat, messaging or social networks).

What are the disadvantages of chatbots? ›

Chatbots have limited responses, so they're not often able to answer multi-part questions or questions that require decisions. This often means your customers are left without a solution, and have to go through more steps to contact your support team.

What is an example of a bot? ›

Examples of bots

Instant messenger apps such as Facebook Messenger, WhatsApp, and Slack. Chatbots such as Google Assistant and Siri. The World Health Organization built a bot on WhatsApp to share public information related to the coronavirus pandemic.

What is Omnichannel chatbot? ›

An omnichannel chatbot goes further than this. These bots make customer interactions smoother and more consistent in a number of ways: They can be engaged seamlessly across most channels. They can communicate with customers by having personalized conversations to understand each customer's individual needs.

What is intents NLP? ›

Intent Classification, or you may say Intent Recognition is the labour of getting a spoken or written text and then classifying it based on what the user wants to achieve. This is a form of Natural Language Processing(NLP) task, which is further a subdomain of Artificial Intelligence.

What are utterances in chatbot? ›

Chatbot utterances are anything that the users says or types as input into the chatbot. For example, if a user types What is the current time in Tokyo, Japan?, the entire sentence is the utterance.

What is intent detection? ›

Intent detection is a text classification task used in chat-bots and intelligent dialogue systems. Its goal is to capture semantics behind users' messages and assign it to the right label.

How do I extract entities in Rasa? ›

Entities are structured pieces of information inside a user message. For entity extraction to work, you need to either specify training data to train an ML model or you need to define regular expressions to extract entities using the RegexEntityExtractor based on a character pattern.

What is domain intent? ›

The goal of the domain intent is to provide an extension of the Intent Framework to produce, as a compilation result, a high-level description of the policy to be applied in the network (i.e., intent).

What are intents and utterances? ›

Utterance: Anything the user says. For example, if a user types “show me yesterday's financial news”, the entire sentence is the utterance. Intent: An intent is the user's intention. For example, if a user types “show me yesterday's financial news”, the user's intent is to retrieve a list of financial headlines.

What is Dialogflow entity? ›

Entities are a mechanism in Dialogflow for identifying and extracting useful data from natural-language inputs.

Is IBM Watson chatbot free? ›

You can start with our Lite plan at no cost or explore our Plus and Enterprise plans to enhance your chatbot's capabilities.

What is chatterbox in Python? ›

As the name suggests, chatterbot is a python library specifically designed to generate chatbots. This algorithm uses a selection of machine learning algorithms to fabricate varying responses to users as per their requests. Chatterbot makes it easier to develop chatbots that can engage in conversations.

How do you tell if you're chatting with a bot? ›

The most common way to tell if an account is fake is to check out the profile. The most rudimentary bots lack a photo, a link, or any bio. More sophisticated ones might use a photo stolen from the web, or an automatically generated account name. Using human language is still incredibly hard for machines.

Which terms are important to know before you build your bot? ›

Before you take the leap into the exciting world of chatbots, keep in mind 1) what it needs to do, 2) where it will live, 3) what information it needs, 4) when it will escalate, and 5) who will build it. Answering these five questions will set you—and your chatbot—on the path to success.

What should my chatbot do? ›

A chatbot is a computer program designed to communicate with users. It analyzes users' questions to provide matching answers. Businesses use chatbots to support customers and help them accomplish simple tasks without the help of a human agent.

What is the easiest chatbot builder to use? ›

Chatfuel (Web)

If you're looking for an easy-to-use chatbot builder with a simple setup process that's specifically designed for Facebook Messenger and Instagram (though it can also be embedded on your website), Chatfuel is a great option.

How much does it cost to set up a chatbot? ›

Considering all the factors, custom development of your chatbot can approximately cost anywhere between $20,000 to $80,000. This chatbot price range would include everything, right from the overall design to the development, and integration of data analysis features like machine learning.

Is Alexa a chatbot? ›

Alexa is formally a chatbot. Recently, Amazon started revealing another component on iOS that empowers clients to type their solicitations to Alexa and see reactions on the screen.

Are chatbots free? ›

HubSpot's chatbot builder is part of Sales Hub, and you can get started with it for free. If you're looking for more advanced features to help automate and scale your sales operations, HubSpot also offers premium features with its Starter, Professional, and Enterprise editions of Sales Hub.

Which websites have the best chatbots? ›

14 Best AI Chatbots Software for Your Website (Compared)
  1. ChatBot.com. ChatBot allows you to easily make chatbots using their drag and drop chatbot builder. ...
  2. HubSpot. ...
  3. Tidio. ...
  4. ManyChat. ...
  5. Freshchat. ...
  6. Drift. ...
  7. Chatfuel. ...
  8. MobileMonkey.
24 May 2022

What is chatbot on my phone? ›

What are chatbots? Bots are software programs designed to simulate conversations. You send them a query and they send back a specific response based on that query. They have been integrated into messaging programs such as Facebook Messenger and Telegram via the bots store to provide users with information and content.

What is the best free chatbot platform? ›

ManyChat. ManyChat is considered one of the best free chatbot platforms available, and it's easy to see why. You don't need coding skills to build Facebook Messenger chatbots using Manychat.

What is the best AI chatbot? ›

15 top AI chatbot platforms:
PlatformRatings ⭐️Best for
DialogFlow4.3/5 (42 ratings)Businesses operating with Google Cloud
MindSay4.6/5 (41 ratings)Large businesses
Wati4.6/5 (76 ratings)WhatsApp customer service
Mobile Monkey4.9/5 (119 ratings)Customer service on social media
11 more rows
17 Aug 2022

How much does it cost to set up a chatbot? ›

Considering all the factors, custom development of your chatbot can approximately cost anywhere between $20,000 to $80,000. This chatbot price range would include everything, right from the overall design to the development, and integration of data analysis features like machine learning.

What language is used for chatbot? ›

While making chatbots, Python makes use of a combination of Machine Learning algorithms in order to generate multiple types of responses. This feature enables developers to construct chatbots using Python that can communicate with humans and provide relevant and appropriate responses.

What are Chatbots on Samsung messages? ›

A Chatbot Definition. A chatbot system uses conversational artificial intelligence (AI) technology to simulate a discussion (or a chat) with a user in natural language via messaging applications, websites, mobile apps or the telephone.

Is WhatsApp a chatbot? ›

WhatsApp chatbot is an automated software powered by rules or artificial intelligence (AI) and runs on the WhatsApp platform. People communicate with WhatsApp chatbot via the chat interface, like talking to a real person. It's a set of automated replies that simulates a human conversation on WhatsApp.

Is Alexa a chatbot? ›

Alexa is formally a chatbot. Recently, Amazon started revealing another component on iOS that empowers clients to type their solicitations to Alexa and see reactions on the screen.

How many types of chatbots are there? ›

Fundamentally, there are different types of chatbots. As a general rule, you can distinguish between two types of chatbots: rule-based chatbots and AI bots.

Is Siri considered a chatbot? ›

Yes! Technologies like Siri, Alexa and Google Assistant that are ubiquitous in every household today are excellent examples of conversational AI. These conversational AI bots are more advanced than regular chatbots that are programmed with answers to certain questions.

What makes chatbot successful? ›

When you're building a chatbot or virtual assistant, the quality of the conversation should be the most important consideration. A chatbot should adopt features and characteristics that deliver a high-caliber conversational experience.


1. Dialogflow CX - Integrations, Test Cases, CCAI - Build a retail virtual agent from scratch
2. PeopleSoft Reconnect Dive Deep 2021: 09. ChatBots Use Case for FSCM (Cameron)
(SpearMC Consulting)
3. Chatbots + AI = Improved Health System Workflows | IPsoft David Champeaux
(WTF Health)
4. Contact Center journey to AI: How to get started & drive results
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5. Getting Started with Dialogflow
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6. Advanced Chatbot Development - the Art of What’s Possible
(Oracle Developers)

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