The power of an intent-driven contact center

LivePerson's Intent Manager provides real-time intent identification to help you optimize operations and enable data-driven automation programs
  • Messaging

Technology around NLU and data science is opening the doors for brands to manage their contact centers more efficiently by better understanding consumer needs through intent.

Until today, you were forced to hard code consumer needs by categorizing them by choices they’ve made from a drop-down menu and then matching their input to agent skills or predefined journeys. Yet, within agent skills, there is a vast array of different inquiries, each with its nuance. Even with the best reporting, analytics, and website trafficking across your web, IVR, and apps, you are still left guessing what your consumers want.

Conversational commerce—when brands enable consumers to ask questions, purchase products, and get help through their favorite messaging app or voice assistant—gives a far better opportunity for consumers to communicate their needs. With conversational commerce, the journey starts from the consumer’s intent and runs across the entire consumer journey. This lets you understand consumer a way that’s not possible with websites, IVR, or apps. The text and utterances in these ongoing conversations are the most essential parts of understanding consumer intent.

What is intent in a contact center?

Whenever a consumer is initiating a conversation with you, whether it be with a bot or human agent, the consumer comes with intent and their ultimate goal is to fulfill this intent. A consumer intent can be defined as a consumer's desire to change their state/ relationship with you.

The ability to accurately identify intent and provide the relevant service for the intent is at the forefront of building an efficient contact center. Through the combination of machine learning and human intelligence, LivePerson is building intent recognition and analysis tools to help brands identity and manage consumer needs. Using consumer intent as a driving force, you can better track what is happening in the contact center and make fast progress in improving operations and automating consumer interactions.

Benefits of an intent-driven contact center

Understand consumer conversations

By implementing real-time intent listening on all communication channels, you gain unparalleled insight into your consumer conversations. This info can be used to optimize operations throughout your contact center.

Take action on conversational events

Real-time inclusion of intent data into dashboards and reports enables you to identify emerging trends and make quick operational adjustments where needed. Real-time identification of intent enables you to better orchestrate consumer conversations.

Scale and optimize automation efforts

Automation and routing that is built on an understanding of consumer intent is more efficient and enables smarter and more flexible experiences for consumers. Tuning reports based on intents enables you to better prioritize automation investments

Intent Manager in LivePerson

In a contact center driven by intent, you can build, maintain, and manage intents. LivePerson’s intent-driven contact center lets you make consumer intent the foundation of contact center management and automation.

You can optimize your contact center using consumer intent across a single “intent-centric” management solution, 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.

Benefits of being 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 by:
    • Routing the most effective agent for a given intent
    • Pinpointing effective handling strategies for training quickly
    • Creating new capabilities for incentivizing agent behavior across many intents
  • Evaluate every change in the contact center to make data-driven decisions by intent

Use cases

Discover and define consumer intents

  • Develop and refine brand ontology and taxonomy
  • Train NLU models to detect and classify intents in customer conversations
  • Monitor intent performance

Optimize operations based on intents

  • Evaluate agent performance
  • Isolate consumer effort from consumer adoption (True FCR)
  • Understand and optimize the cost to serve by intent
  • Identify and act on emergent intents
  • Improve staffing forecasts

Using the intent to build the right automation

  • Creating intent structures to properly handle customer queries
  • Work with a team that works directly with consumers - get them actively involved
  • Prioritize intents based on data - leverage transcripts

LivePerson tools

LivePerson provides intent management out-of-the-box. The platform comes with preconfigured intents to help you detect, monitor, and manage conversations. LivePerson also offers tools to enable you to discover and analyze intents that have specific meaning to them. These intents can be "seeds" for new bots or to hone in on a specific consumer problem, like a network outage that you want to continuously monitor. After all, the intent is one of the most important touch points between consumers, agents, and bots.

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