What is it?
The Pathlight CI Intent feature identifies each conversation's primary purpose or intent. For every interaction, only one intent can be assigned. For instance, in a Customer Support context, the intent could be something like "Cancellation."
How does it work?
Administrators can define up to five possible intents using natural language prompts. Pathlight's Large Language Model (LLM) evaluates whether one of these predefined intents matches the core reason for the conversation. If the LLM isn't confident about the match with the provided options, it autonomously determines and assigns an appropriate intent.
Benefits of the Feature:
- Deep Insight into Customer Concerns: By recognizing the primary intent behind each conversation, leaders gain clarity about the reasons customers reach out.
- Enhance Problem-Solving: Understanding recurring intents helps businesses address the root causes, minimizing customers' reasons for calling.
- Drive Efficiency: By mitigating recurring issues, businesses can reduce the volume of similar inquiries, streamlining operations and enhancing customer satisfaction.
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We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.