The same need can be expressed using different words and sentence structures.For example, for the intent Information about mortgage loans, a person might write:
- How can I apply for a mortgage?
- What financing options do I have to buy a home?
- I want to buy a house, but I can’t afford it.
Adding Ways to Ask makes it easier for the assistant to match users’ queries with the appropriate intention. WTAs are not a list of synonyms, and you do not need to register every possible phrase. We recommend adding them to your content; the number and variety will depend on the engine type and each intent.✓ Previous engine: requires more examples to cover different formulations.
✓ Current engine: usually recognizes general variations and benefits from selected examples that improve precision or distinguish closely related intents.
Which engine does your assistant use? If you’re unsure, contact your CSM or the Support team.
Before adding a new Way to Ask, test the query in the test chat. Also review unresolved queries and chats to identify real user expressions that your content does not cover yet.
Recommendations by engine type
Previous engine: In this engine, Ways to Ask provide semantic coverage for each intent and help the assistant recognize different ways of expressing a need. If an intent has no WTAs, it may have less coverage for queries phrased differently.As a guideline, include 5 to 10 WTAs per intention; you can aim for about 8 and adjust the number based on the complexity of the content. Make sure they are relevant, distinct from one another, and correspond to the same need and answer.
- Vary the vocabulary and sentence structure, rather than changing just one word for a synonym. For example: How do I recover my password? I forgot my password, or I need to reset my password.
- Use a range of lengths: from short phrases of 2 or 3 words to formulations of around 25 words, as long as they are clear. There is no need to add every possible word-order variation.
- Avoid repetition and overlap: WTAs for one intent should be distinct from those for other intents to reduce confusion.
- Use the answers, Training, and chats to find out how users actually ask questions. Add unresolved queries if they match the intent and its answer.
- Think like your customers: consider the words they would use to express that need, and test the query in the chat before adding a WTA.
- Check spelling and grammar.
Current engine: The current engine can recognize different general ways of expressing the same need. Therefore, you do not need to add many variations to cover every possible query. Prioritize clear, useful examples that help define the intention.- Start with 1 or 2 strategically chosen WTAs that represent different ways of expressing a key intent.
- For a general intent, add more only if you identify a specific gap; usually, a few Ways to Ask are enough.
- If you identify a specific gap that calls for more WTAs, gradually add 5 to 10 that cover different combinations of semantic axes.
- Choose examples that cover genuinely different aspects of meaning, not near-identical rephrasings.
- Include a channel, segment, product type, or brand when users are likely to mention it and, especially, when it changes the answer or helps distinguish intents. For example, distinguish “check my balance in the app” from “check my balance on the website” if the instructions are different.
- Write each WTA using correct grammar, spelling, and accents. In this engine, accents and the letter ñ can affect matching.
- Avoid examples that are too short, too long, repetitive, or include information that does not belong to the intent.
- Test the assistant with real queries to assess how it recognizes different ways of expressing the same need. This will help you identify specific gaps and decide whether additional WTAs are needed.
☝ Covering different ways of expressing a need: When selecting examples, consider these aspects.
You do not need to include all of them for every intent; choose those that reflect how your users speak and help the assistant recognize or distinguish the need.
- Action: what the person wants to do: apply for, check, cancel.
- Object: what they want to act on: credit, loan, financing.
- Situation or reason: the problem or need that prompted the question: I want to buy a house, but I can’t afford it.
- Format: how the person phrases the idea: a question, a request, a problem description, or a short phrase.
- Condition that changes the answer: channel, segment, product, or another relevant detail.
For example:- How can I apply for a mortgage? Presents the need as a question and highlights the action.
- I want to buy a house, but I can’t afford it. Expresses the need through the situation that prompted it.
Both can belong to the same intent if they lead to the same answer.
Final review: Before publishing, make sure each WTA:- Represents the same need and answer as the intent.
- Adds a useful formulation or nuance instead of repeating another WTA.
- Does not create confusion with a related intent.
- Is clear and correctly written.
- Reflects the expressions your users actually use.
Quantity is not a goal in itself: for the previous engine, aim to cover more distinct variations; for the current engine, keep a concise selection and add examples only when they improve precision or differentiation.
How to add and manage Ways to Ask- Create an intention or open an existing one.
- In the Ways to Ask field, enter a WTA and press Enter to save it.
- Repeat to add more Ways to Ask.
- To edit a WTA, select the pencil icon next to it.
- To delete, select the trash can icon or use the multiple-select feature for bulk deletion.
- You can also use Generative AI to get suggestions: select Generate, review the options, and add only those that fit the intent. You can edit or delete them later, just like manually entered WTAs.
Watch here to learn how to manage the Ways to Ask you add in the Virtual Assistant.