Overview of Customer Intent Agent

Customer Intent Agent uses generative AI to autonomously discover intents in your contact center instance. It analyzes past interactions between customer service representatives (service representatives or representatives) and customers to create an intent library that enhances dynamic conversations. Intent benefits both assisted and self-service scenarios by enabling agents and representatives to quickly understand customer needs, guide conversations with follow-up questions, and provide tailored solutions in real time.

Customer Intent Agent can be used in the following scenarios:

• Self service: You can add the intent to a custom Copilot agent that connects with the intent library and dynamically chats or uses conversations with the customer to:

  • Determine customer intent based on discovered intents, such as refund, from the intent library.
  • Ask follow-up questions based on intent attributes, such as error code, product name, and purchase date, discovered from historical conversations.
  • Analyze customer responses to identify the follow-up questions that are addressed.
  • Query the knowledge base to search for solutions based on gathered information.

Learn how to set up Customer Intent Agent for Copilot agents for chat and messaging and voice.

• Assisted service: Significantly reduces issue handling time by continuously detecting intent updates in ongoing conversations and provides:

  • Information that's discovered by Copilot agent to quickly get the representative up to speed on the intent and collected information.
  • A curated list of questions and suggested solutions as the next response that the representative can send to the customer.
  • The detected intent separately, suggested follow-up questions and responses, and suggested solutions in a holistic view.

Related information

Manage Customer Intent Agent
Enable intent for service representatives
Set up intent agent
Set up voice agents to use intents
Create rollout plans
Use intent-based suggestions