Create a funnel-like framework to identify the right intent from a unclear user question

Hello community,

On a FAQ project for an insurance client, I have this problem: When the user ask “I want to know the cap of my guarantee”, we do not know which guarantee the user is talking about. But we know that the FAQ manages 4 types of guarantee. We also have the word “cap” in the sentence, so I guess it is easy to know what the user wants.

Hoping that my guess is right, the question is how can we build a path (of questions to ask to the user) that lead us to identify the good intent and provide the user with the good answer? I know that Rasa have a system of “entity”, is it this system that has to be used in this case? Or maybe the “stories”?

Thank you in advance

UP :slight_smile: