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Enable intent-based suggestions for service representatives (preview)

[This article is prerelease documentation and is subject to change.]

Intent-based suggestions help customer service representatives (service representatives or representatives) resolve live chat and persistent chat issues faster and more accurately. For service representatives to use this feature, you need to enable Intent-based suggestions (preview) in experience profiles. By default, representatives added to the out-of-the-box experience profiles can use the intent-based suggestions.

Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

Prerequisites

Enable intent-based suggestions for service representatives

You can create a custom experience profile and enable the required features that representatives can use. You can then assign the custom profile to the representatives. Learn more in Add users to experience profiles.

To add the Copilot features to an experience profile, follow these steps:

  1. Go to experience profiles using one of the following navigation options:
    • Support experience > Workspaces
    • Customer support > Intent > Customer Intent Agent (preview) > Enable for support representatives
  2. Select the required experience profile.
  3. In Productivity pane, select Edit and then turn on the Copilot help pane toggle.
  4. In Copilot AI features select Edit and then select the following for the representatives to be able to view intent-based suggestions:
    1. Ask a question
    2. Intent-based suggestions (preview)

How intent-based suggestions work

When a service representative accepts a live chat or persistent chat conversation, the Intent-based suggestions (preview) card appears in the Ask a question tab of Copilot help pane.

The intent agent maps the context of the conversation to a specific intent and displays the relevant intent attributes as questions. The service representative can use these questions to get the necessary information from the customer to resolve the issue.

For example, the agent maps the customer's issue to the intent "Returning Contoso CX300 coffee machine". This intent has the following intent attributes: - Date of purchase - Order number - Return reason

Service representatives can use the questions that the agent suggests for these attributes, such as "When did you buy the coffee machine?" and "What is your order number?" to get the necessary information from the customer.

When the agent maps the context to a general intent group but not a specific intent, the service representative sees only the high level intent and a follow-up question to clarify the intent.

For example, the agent maps the customer's issue to the intent group "Coffee machine issues". To narrow down the intent, it suggests a question that the representative can ask the customer for more information, such as "What kind of coffee machine issue do you have?"

If the agent can't map the context to any known intent group or intent, it shows nothing.

If a customer's intent changes during a conversation, the agent detects the change and updates the suggestions based on the current intent. It also saves the previous intents and suggested questions with the conversation history.

Next steps