Intents

Modified on Thu, 18 Apr at 1:18 PM

Once a conversation is concluded (either closed by the user or stays inactive), Insighto.ai marks it with one of the intents. These conversations are then routed by email to the respective team or department based on the identified intent.

For instance, a conversation marked with the “SALES” intent at Tesla will be directed to the sales team for follow-up or assistance.

Here are the steps to assign intent:

Navigate to “AI Agents” and click on the Assistants tab. Select the desired assistant. Click on "Assign Intent" under the Operations tab.

2. A prompt box for Linked Data Sources will appear.

Note: Insighto.ai supports the most popular 4 intents out of the box: CAREER, SALES, LEAD, and SUPPORT.

Career Intent	This intent is used when users express interest or queries related to career opportunities or job openings. For example, if someone asks about available positions at a company or seeks information about the application process, the conversation is marked with the CAREER intent and routed to the HR team.
Sales Intent	When users show interest in purchasing a product or service, their conversation is marked with the SALES intent. For instance, if someone inquires about the pricing, availability, or specifications of a product, the conversation is directed to the sales team.
Lead Intent	Conversations are marked with the LEAD intent when there's a sales inquiry along with user-provided contact details. For instance, if a user asks about product pricing and shares their email or phone number, the conversation is routed to the appropriate contact for follow-up assistance.
Support Intent	Users who seek assistance, help, or troubleshooting support fall under the SUPPORT intent. For instance, if someone reports an issue or asks for technical assistance, their conversation is marked with the SUPPORT intent and routed to the support team.

3. Check the box to assign intent, enter the Name and relevant point of contact, and then click "Add Intent."

Advanced Intents

Insighto.ai also lets you create a new intent beyond the standard ones like CAREER, SALES, LEAD, and SUPPORT. These intents are created to address unique scenarios or requirements that are relevant to your particular business.

Let's consider two examples here:

Customer Churn Intent

This intent identifies users considering discontinuing their service.

For example, if a user asks about refunds, or cancellations, or expresses frustration, their conversation is tagged with the Customer Churn Intent and routed to the retention team for prompt intervention.

Customer Upsell Intent

This intent identifies upselling or cross-selling chances.

For instance, if users ask about upgrades, premium features, or complementary products, their conversation gets tagged and routed to the sales or marketing team.

Now, let's look at the steps to create Advanced Intent:

1. Navigate to "AI Agents" and click on “Intents” from the sidebar. Click on "Add an Intent."

2. Enter the intent name, and description in the dialogue box & Click "Submit." This description will be used by the platform to identify the specified intent.

3. Navigate to "AI Agents" and then go to the Assistants tab. Select the desired assistant. Click on "Assign Intent" under the Operations tab.

4. A prompt box for Linked Data Sources will appear. This time, it will show a new intent that you created.

5. Check the box to assign intent, enter the Name and department email ID, and then click "Add Intent."

Note: When creating advanced intents, ensure they don't conflict; conflicting intents can lead to confusion in routing user queries, impacting response accuracy and user experience negatively.