As used in contact centers, consumer intent is the root cause or motivation for the way a customer acts. This might be expressed by a request for action or for information from a brand along a purchase journey, for example. Simply put, intent can be seen as the reason a customer chooses to interact with a brand.
Identifying the reason or intention behind a consumer's actions early allows a brand to more easily and quickly fulfil that intent.
Skilled human agents can often discern what the customer wants or needs—the intent—during a conversation. However, bots and automated systems have traditionally been limited to static menus, pattern matching, and pre-defined journeys.
Together with our partner LivePerson, we now offer NLU (natural language understanding) for use with Conversation Builder.
The NLU engine can be built, trained, and enhanced using the Intent Manager portal. You can can easily define and group specific intents under domains and continue to train and improve the accuracy of the models. These intents can then be used with bots to create a more intent-driven contact center experience.
Why use Intent Manager?
Intent Manager is a suite of tools for intent modeling and management.
It allows you to build multiple intent domains that hold one or many intents and entities that can then be used by Conversational Builder bots to match consumer responses more accurately.
Intent Manager also enables tracking and maintaining of intents in real-time so that you can ensure their effectiveness and adjust them as needed.
Benefits of an intent-driven contact center:
- Understand customer conversations
- Take action on conversational events
- Scale and optimize automation efforts
How can I get started with Intent Manager?
If your organization has already been enabled for Messaging engagements, please work with your account director to enable Intent Manager.
In the Automate section of the Engagement Portal, you can find Intent Manager. It is the single point of entry for all intent components.
There are also some industry-specific pre-built domains to help you get started:
These intents can be used in Conversation Builder dialog flows to enable powerful automations:
Tip: Learn more in our Conversation Builder and Intent Manager video.