Introduction

Discover & understand what consumers want with Intent Manager

In the Conversational AI section, an Intent Manager serves as the single point of entry for all intent components: Discover, Build, Optimize, and Analyze.

The Intent Manager is the suite of tools that allows you to build an intent taxonomy, analyze the most popular consumer intents, optimize how well they are being fulfilled, and discover intents that can or should be automated.

Intent Manager starter packs are available to accelerate the development of Intent Taxonomy with both vertical specific and universal starter intents to enable our customers to quickly get started with an intent-driven business. Intent starter packs are available for cross verticals such as e-commerce and insurance for purchases and escalations.

The Intent Manager homepage is where users can view key coverage and quality stats and can view the four key elements of Intent Management in one unified navigation: Discover, Build, Analyze, Optimize. Navigation between Intent Manager sections is seamless and coherent.

Example Use Cases

Business Analyst

Challenge

An Airline doesn’t have a real-time way to understand customer contacts by intent.

How LivePerson's Intent Manager Helps

The analyst uses LivePerson's Intent Manager to discover, define, and enable the following high impact intents

  1. Customer doesn’t understand policy changes
  2. Customer can't find their discount code
  3. The discount code doesn’t work
  4. Customer wants to cancel their account

Outcome

The analyst enables detailed real-time insight into the problem by defining intents

Agent Manager

Challenge

There is influx in account cancellations related to the policy changes

How LivePerson's Intent Manager Helps

The Agent Manager uses the LivePerson Intent Manager dashboard to explore conversations with the intent “Cancel my account.”

He discovers that some agents are successfully able to redirect the conversation and prevent cancelation by offering a concession. He uses this insight to develop a new policy

Outcome

The Agent Manager is able to quickly roll out a new training which results in a lower account cancellation rate

Bot Builder

Challenge

The Bot Builder wants to use automation to help with influx of messages related to a policy change.

How LivePerson's Intent Manager Helps

The Bot Builder reviews the LivePerson Intent Manager dashboard and notices that the “can’t find discount code” intent is, both, a high volume intent and is easily automatable.

She creates a bot in Conversation Builder for handling these requests and creates an intent-based routing rule in the Conversation Orchestrator that automatically directs customers to the bot.

Outcome

The company is able to greatly reduce the volume of agent conversations related to the policy change.

Where can you find intent management in LivePerson?

Intent Manager

There’s a single “Intent Manager” entry point in the dashboard of Conversational AI applications. The dashboard (or home page) is where you’re taken after you access the app.

For more details, check out Intent Manager articles on our Developer Community:

At LivePerson, we believe the most powerful customer contact center is delivered when a brand is able to successfully understand their customer's intent, and use this knowledge to continuously improve the consumer experience, operations and efficiency. The next evolution of managing messaging programs within a contact center is through intent.

Next steps

  • For more information on getting started with the intents using the Intent Manager, click here.
  • Intent Terminiology, key terms & concepts click here.
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  • For more details on the Intent Manager, check our the Developer Community overview article here