3DN Respond Intent System Feature Overview
Explains how the intent system identifies what customers want to accomplish and tailors responses using specific templates.
Transcript:
A 3DN we built 3DN response to transform customer inquiries into exceptional experiences and we do this by streamlining, prioritizing and resolving requests across all channels. This means that your team can deliver faster responses, more personalized support and build lasting relationships. Today, I want to show you how the Intense system works in 3DN response. It’s a kind of like the why behind a customer’s message. Categories help organize tickets broadly, but Intense identified precisely what the customer wants to accomplish. For example, within a technical support category, the system might identify specific intents like a password reset or an account access issue. So here’s how it works. In 3DN response, you create a library of common intents that represent the specific things that your customers typically request. You can prioritize certain intents and this means that critical things are identified ahead of less urgent matters. When a in-bou message arrives, the AI analyzes the content and compares it against all of the possible intents. It considers the wording that you use, the history of that customer, relevant knowledge-based articles, and basically to sign a confident score to show how certain it is about each intent that’s matched. Now importantly, each intent has its own response template. And this is important because this means that the replies are tailored based on that specific customer need. So a password reset request is treated very differently to a question about CPD. Now the system tracks which intents are most common and that helps you identify trends and improve your knowledge base. And what makes intents so powerful is that they drive the entire response process. Once an intent is identified, the system uses that intents specific template to generate a relevant contextual response that directly addresses what the customer is trying to accomplish.