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Expert Assist: how broad can an Intent Group be?

S733VO
Newcomer
Newcomer

‎2025-11-04 02:38 PM

hi Zoomies. 

 

I didn't see a topic area for AIEA, so i am posting here in ZVA. 

 

I am setting up a simple chat flow and queue as a customer entry point for general inquires.

 

 The queue will have the Expert Assist enabled (KB and NBA).   Since you can only have one AIEA instance assigned to a queue.   AND, since each AIEA can only have one Intent Group. (I think)

 

Then, if your queue is for general inquiries,  won't your Intent Group have to be very broad (and possibly large).

 

I'm hoping someone can tell me I'm missing something.   In a perfect world, it would be nice if I could assign multiple Intent Groups.

 

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