For voice bots, an intent represents the task or action that the caller wants to perform. Entities are pieces of information that provide more context to an intent. They might be times, dates, locations, people, or other pieces of information specific to the caller.

The primary purpose of an entity is to extract the data from callers' utterances so that the voice bot can provide context-relevant and valuable answers to the caller. For example, in the utterance "I want to book a flight from Los Angeles to Chicago next Friday", "book a flight" is the caller's intent, and locations (Los Angeles, Chicago) and date (next Friday) are the entities.

When marking a keyword as an entity, you need to save the information to variables so that it can be used in the voice bot's answers.

To mark keywords as an Entity in a question, follow these steps: 

1. Log in to the Comm100 Control Panel. 
2. From the left navigation bar, go to Bot > Voice Bot > Intents.
   
3. On the Intents page, go to an existing intent. You can also create a new intent to mark entities for a new Intent. 
4. The Questions section lists the question variants expressing the intent. Select the keywords in the question that you want to mark as an Entity. A table for new entities appears as you select keywords.
5. In the Entity column, choose the entity for the keyword. You can choose from the prebuilt system entities or create a new entity.
   
6. In the Save to Variable column, input the variable name for the information. Use a variable name that makes sense for easier identification.
   In the following example, Los Angeles and Chicago are marked as entities and saved as variables "departure-city" and "destination-city" respectively.
   When the caller asks the bot to book a flight ticket from Los Angeles to Chicago, the voice bot recognizes "Los Angeles" as the value of the "departure-city" and "Chicago" as the value of "destination-city". Recognizing these values helps the Chatbot provide a context-relevant answer to the visitor.

Collecting Entity Value

Once an Entity is marked, its value can be collected using Prompts in the voice bot Answers. Prompts are follow-up questions that the voice bot sends to the caller to collect the required information from callers. You can use one prompt to collect the data for each variable marked in the Intent questions.

In the same way, you can collect callers’ information in the voice bot's answer flow via DTMF digits, callers' speech responses, and Webhook, and save the information to a variable.

Inserting Dynamic Info  

After collecting the variable value, you can use it in the bot's answer flow. Within an action card, insert the Dynamic Info and select the required variable from the Dynamic Info list. By inserting Dynamic Info, your voice bot can provide the exact information relevant to the caller and perform the right actions.