Intent Manager

Intent Manager is a suite of tools that lets you 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
  • Messaging

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

Introducing Intent Manager

Optimize your contact center using consumer intent across a single intent-centric management solution (ICMS), consisting of a portal to build and manage intents and a set of agent manager and agent experiences that allow the intents to be used to improve the contact center. Intents defined by you are visible in real-time and are available across all analytics products, enabling you to understand the quality, goals and outcomes, and costs associated with individual intents.

LivePerson's Intent Manager lets you make the consumer intent the foundation of contact center management and automation.

Benefits of an intent-centric management solution (ICMS)

  • Drive automation strategy by exposing the costs, benefits, and risks of automation...intent by intent
  • Improve the quality and efficiency of the agent experience:
    • Route to the most effective agent for a given intent
    • Pinpoint effective handling strategies for training quickly
    • Create new capabilities for incentivizing agent behavior across many intents
  • Make data-driven decisions in the contact center based on intent

Discover and understand what your consumers want

Intent Manager is the suite of tools that lets you 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.

Starter packs are available to accelerate the development of an intent taxonomy, with both vertical-specific (e-commerce, insurance, etc.) and universal starter intents to let you to get started quickly with an intent-driven business.

Use cases

Business analyst

The challenge

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

How Intent Manager helps

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

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

The outcome

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

Agent manager

The challenge

There is an influx in account cancellations related to the policy changes.

How Intent Manager helps

The agent manager uses the 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.

The outcome

The agent manager can quickly roll out new training that results in a lower account cancellation rate.

Bot builder

The challenge

The bot builder wants to use automation to help with the influx of messages related to a policy change.

How Intent Manager helps

The bot builder reviews the Intent Manager dashboard and notices that the “can’t find discount code” intent is a high volume intent and can easily be automated.

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

The outcome

The company greatly reduces the volume of agent conversations related to the policy change.

Ready to get started?

Access Intent Manager

In the dashboard of Conversational AI applications, there’s an Intent Manager entry point.

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This entry point takes you to the dashboard (homepage). Use the dashboard to view key coverage and quality stats.

Within the application, there are four key elements of intent management in one unified navigation: 

  • Discover
  • Build
  • Analyze
  • Optimize 

Navigation between these sections is seamless and coherent.

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Next steps

To dive deeper, check out these articles in our Developer Center:

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