Intents are groups of customers' messages that share common characteristics.
For example, all the messages where your customers are asking questions about "How to reset my password?" should be grouped within the same intent.
Intents are used to train the Artificial Intelligence model to recognize what your customers are asking about.
The more messages are contained in the same intent, the easier it becomes for the AI to categorize new messages as belonging to a specific intent.
Let's go back to our "How to reset my password?" example:
An intent with 500 messages about "How to reset my password?" is better than an intent with 100 messages about "How to reset my password?".
Why is that?
That is because in the first case the AI has more examples to learn from and therefore it will be more accurate in recognizing intents in future customers' requests.