The Power of Intent in Customer Interaction

In the dynamic world of customer service, understanding consumer intent plays a vital role in delivering a seamless and efficient customer experience. This article delves into the significance of consumer intent and explores how it can be harnessed to create intent-driven contact centers.

The Essence of Customer Intent

Customer intent, in the context of contact centers, refers to the underlying motivation that drives a particular customer action or interaction with a brand. It can manifest as a request for information, guidance, or action, and it essentially represents the ‘why’ behind a customer’s engagement with a business.

Detecting the Intent

Skilled human agents, with their empathetic abilities and keen insights, excel at identifying and understanding diverse customer intentions through genuine conversations. They can adapt to the nuances of each customer’s needs, ensuring efficient resolution.

The Challenge for Bots and Automation

Traditionally, automated systems have grappled with the intricacies of understanding intent. Their limitations were evident in the form of static menus, pattern matching, and predefined customer journeys.

A Game-Changing Solution

However, the landscape is evolving. Thanks to CBA’s partnership with LivePerson, we’ve introduced a revolutionary feature within Conversation Builder: Natural Language Understanding (NLU).

The Power of NLU

NLU is a game-changer. It can be trained and refined using the Intent Manager portal, empowering brands to define, group, and enhance specific intents under different domains. This, in turn, enables the development of a more intent-driven approach to customer interactions. Let automation do the heavy lifting and increase customer satisfaction.

How can Intent Manager benefit my business?

Intent Manager provides the tools to define and group customer intentions, leading to more accurate automated responses, real-time intent tracking, and the ability to adapt to changing customer needs.

  • Understand customer intentions
  • Quickly route inquiries to the most suitable agent
  • Improve quality, effiency and customer satisfaction
  • Boost your automation efforts
  • Identify training opportunities
  • Make data driven-decisions
Use this knowledge to continuously improve the consumer experience and your own operations.

Where do I start?

To get started with Intent Manager, reach out to our team and explore how Live Assist for Microsoft Dynamics 365 can be tailored to meet your business’s specific needs.

Learn more

Natural Language Understanding (NLU) is a technology that allows automated systems to comprehend and respond to human language in a contextually accurate manner, enabling more meaningful interactions.

Intent-driven contact centers can benefit a wide range of businesses, especially those with a significant customer interaction volume, as they streamline and optimize customer service processes.

While automation can handle many routine queries, the human touch remains essential for complex and nuanced customer interactions.

The challenge:
A business doesn’t have a way to understand consumer contacts by intent in real time.

The Advantage of Intent Manager:
The analyst uses Intent Manager to discover, define, and enable the following high impact intents:

  • The consumer doesn’t understand policy changes.
  • The consumer can't find their discount code.
  • The discount code doesn’t work.
  • The consumer wants to cancel their account.

The outcome:
The analyst enables detailed, real-time insight into the problem by defining intents.

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