AI flow actions

AI Actions are advanced flow actions that you can integrate into your automated workflows. The available actions are as follows:

• Detect intent

• Generate FAQ answers

• Detect languages

• Detect sentiment

• Detect named entities

Detect intent

The detect intent action allows you to use intent recognition, a type of natural language processing (NLP), to understand and label the intent of a customer’s message. Detecting intent is useful for setting up Flows branches, where each branch handles a different type of customer intent.

We also provide a selection of pre-made. pre-trained template intent models for various verticals, including e-commerce, logistics, and retail, that you can use to get up and running with intent recognition faster.

The following languages are supported:

• English (full support)

• French (full support)

• Spanish (full support)

• Portuguese (full support)

• German (partial support)

• Italian (partial support)

• Dutch (partial support)

• Chinese (partial support)

• Arabic (partial support)

Build a detect intent model

Generate FAQ answers

The generate FAQ (frequently asked questions) answers action allows you to use FAQ detection, a type of natural language processing (NLP), to understand what a customer is asking and then reply with the specific answer to that question. The generating FAQ answers action is useful for FAQ chatbots that are able to handle and deflect customer questions, or handover to human agents when they’re unable to answer the question.

To use the generate FAQ answers action, you’ll first need to setup an FAQ model. You can then deploy this action within a Flow by deploying the generate FAQ answers action together with messaging, conditional, and loop actions.

The following languages are supported:

• English (full support)

• French (full support)

• Spanish (full support)

• Portuguese (full support)

• German (partial support)

• Italian (partial support)

• Dutch (partial support)

• Chinese (partial support)

• Arabic (partial support)

Build an FAQ answers model

Click here to learn how to build an FAQ answers model.

Detect languages

The detect languages action allows you to use language detection, a type of natural language processing (NLP), to understand and label the language from a customer’s message. The detect language action is useful for automated conversation routing for either human agents or chatbots.

The detect language action comes out-of-the-box so there is no need to configure anything. Simply select the detect language action in Flows, use an incoming message as the source content, and hit publish.

This model supports 187 languages.

Detect sentiment

The detect sentiment action allows you to use sentiment detection, a type of natural language processing (NLP), to understand and label the sentiment from a customer’s message. The detect sentiment action is useful for automated conversation routing for either human agents or chatbots.

The detect sentiment action comes out-of-the-box so there is no need to configure anything. Simply select the detect sentiment action in Flows, use an incoming message as the source content, and hit publish.

The following languages are supported:

• English (full support)

• French (full support)

• Spanish (full support)

• Portuguese (full support)

• German (partial support)

• Italian (partial support)

• Dutch (partial support)

• Chinese (partial support)

• Arabic (partial support)

Detect named entities

The detect named entities action allows you to use named entity recognition (“NER”), a type of natural language processing (NLP), to understand and label the entities from a customer’s message. The detect named entities action is useful for extracting data from a message for either storage or personalized communication.

The detect named entities action currently supports the following entity types: integer, float, date time, email, and phone number. When setting up this action in Flows, you need to specify the type of entity you want to detect, as well as the locale (e.g. “en”) that you want to support. There is no model configuration needed to use this action.

The following languages are supported:

• English (full support)

• French (full support)

• Spanish (full support)

• Portuguese (full support)

• German (partial support)

• Italian (partial support)

• Dutch (partial support)

• Chinese (partial support)

• Arabic (partial support)