@MonikaS9010 Interaction types (known as Channels in the Retail User Portal during App Studio configuration) and driver categories (known as Add Task menu categories in the Retail User Portal in App Studio) determine the tasks that a customer service representative accesses during an interaction with a customer Basically when you do a calling to customer care then interaction starts initial way. It can be call/Chat/Email all will come as interactions and each interaction has a driver like outbound.inbound .

Now come to intent task basically intent tasks are the behaviour like what will happen after interaction case let suppose if customer has issue of card stolen then we should only showcase those task to customer who has stolen or lost card category so as a developer we put the intent task in a perfect category so that only related set of tasks should work.  Each driver has set of Intent task inside  the categories as followed general /accounts etc. Now after 8.7 people are using service cases more instead of intent tasks .