Intentions

The Intentions provides insight into the goals and purposes of clients during their interactions with your agent. Based on an analysis of the conversation logs, the system identifies and categorizes what each client was trying to achieve.

This allows you to:

• Understand the primary reasons clients are contacting your agent.
• Identify common questions, requests, or issues.
• Recognize trends in client behavior over time.
• Gather data to improve your agent's responses and overall effectiveness.

Examples

• "Request a refund" → Refund request
• "How do I reset my password?" → Account support
• "Where is my order?" → Order status

By understanding your clients' intentions, you can better tailor your services and agent configuration to meet their needs.

Configuring Intentions

You have full control over which intentions the system identifies. In the configuration section, you can define a specific list of intentions that you want the agent to recognize from conversations.

Additionally, for advanced customization, you can modify the default prompt used by the system to analyze the conversations. This allows you to fine-tune the intention detection logic to better suit your specific business needs and conversational patterns.

If you make changes and want to revert, you can reset the configuration to the original defaults. Use the "Reset to default" action in the configuration area to restore the default list of intentions and the default prompt.

Filtering Intentions

At the top of the page, you will find filters to help you refine the list of intentions.

• Agent: Use the dropdown menu to select a specific agent and view the intentions associated with their conversations.
• Date Range: You can select a start and end date to filter the intentions that were identified within that specific time frame.
• Search: Use the search box to quickly find intentions by name or keyword.