---
schema_version: "1"
id: 938865b493f16e67b40a6c3160def3e4acc2c33a28140984334bce71fdcb38d7
title: Guidelines for the Cross-Lingual Intent Model
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_cross_lingual_intent_guidelines.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_cross_lingual_intent_guidelines.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4e33929d8bea4644f1dde93796bb831def135653113f2c75a403382590ac4d06
description: To improve performance for bots that use the cross-lingual model, review our best practices.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Guidelines for the Cross-Lingual Intent Model

To improve performance for bots that use the cross-lingual model, review our best practices.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

## Utterances

Intents are built from conversational phrases called utterances. Utterances, also referred to as intent data, represent variations of customer input for an intent.

- Write high-quality utterances that vary in word length and structure. Make sure you use multiple words in utterances. Utterance quality is more important than quantity for the cross-lingual intent model.
    
    Sample utterances for the intent “Check the status of an order”:
    
    - “What is the status of my order?”
    - “I’m checking up on my order, can you look up the status”
    - “I would like to know the status of an order I placed”
    - “Status of my order please”
- Write utterances that clearly illustrate the customer’s goal or intention. Use actionable verbs, such as “look up,” “order,” and “update.” Include a noun that’s acted on, such as “order,” “password,” or “transactions.” For example, the utterance “I want to update my password.”
- Make utterances short and to the point. We recommend keeping them under 150 characters.
- We recommend including 1 to 20 utterances for each intent for your primary language. For secondary languages, add at least 1 utterance and iterate based on performance.
- Include a similar number of utterances in each intent.
- If you’re moving your bot from the original model to the cross-lingual model, review and revise your utterances so that they follow the utterance best practices.

## Intents

Intents power your bot’s dialogs. If the model matches a customer’s input to an intent, the bot moves to the dialog associated with that intent.

- Create distinct and focused intents. The model performs better when each intent-enabled dialog has different goals and utterances.
    
    Sample intents:
    
    - Distinct: “Order Status” and “Cancel Order”
    - Too similar: “Order Status” and “Order Related”
    - Too broad: “Manage Order”
- When you can’t break down an intent any further, include utterances that vary in word length and structure.
    
    Sample utterances for the intent “End Chat”:
    
    - “I’m done for today, thanks”
    - “End chat”
    - “I have no further questions”
- Test your intents and iterate with [bot training](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_training.htm&type=5&language=en_US).

## Troubleshooting

- If the customer input doesn’t invoke the Confused dialog when expected, determine which intents are invoked incorrectly. Then revise those intents and their utterances to follow best practices.
- If the customer input matches to the wrong intent, revise the correct and wrong intent to follow best practices. Remove low-quality utterances, including one-word utterances and similar utterances, and then retrain the model.