From the AI models perspective, it is not wise or possible to have the AI model recognize all of the customer queries. The benefit of adding new intents decreases rapidly after the top intents have been accounted for. The aim, instead, is to cover the most frequent request.
Content Coverage Analysis is used to identify frequent queries that are not yet covered by an intent. As a general guide, a query is frequent if it makes up anything from 2% or above of the content using CCA.
However, bear in mind that a customer’s query may be better answered by adding a new branch to an existing reply or by creating a reply variation/conditional flow to an existing intent.