Why start with the intent ?
Resolution and customer satisfaction needs to be resolved at the intent level
Many customers seek help when they get stuck in self-service. 45% of customers who started in self-service said the company didn’t understand what they were trying to achieve. The reason for this is that highly complex intents are not always properly understood, resulting in poor resolution-rate and negative Net Promoter Score (NPS).
When customers eventually escalate to a human agent, the challenges persist - 40% of these interactions fail to resolve the issue on the first attempt. This breakdown is often due to agents lacking the necessary expertise, tools, or authorization to fully address the problem.
“Before you decide what to automate, you must understand the minutiae of contact resolution at the intent level.” “Lack of first-time-resolution and misrouted interaction isn’t an artificial intelligence problem; it’s a lack of intent-level intelligence and badly designed contact orchestration.”
Andrew Moorhouse
Managing Director/Analyst Alitical
The most advanced enterprise firms will apply intent-level analytics, conversational AI accelerators and AI orchestration (Intelligent triage) to revolutionize their customer experience approaches.
SentioCX leverages intents from Salesforce Einstein, Agentforce, Google Dialogflow, and other conversational or agentic AI systems. These intents are classified to determine if human expertise is needed, factoring in skills and attributes like system access and authorization. When an intent triggers human intervention, SentioCX precisely pairs the customer with the right expert.
