Example taxonomies for various industries
Learn example customer intent taxonomies for different industry verticals.
Airlines
| Category | Customer Intent | Example Sources (NLU / Segments / Topics) |
|---|---|---|
| Bookings and fares | New Booking | NLU: “Book a flight”· Segment: Fare search started· Topics: new booking |
| Bookings and fares | Fare Rules/Refundability | NLU: “Fare rules”· Segment: Fare rules page· Topics: refund rules |
| Bookings and fares | Hold/Price Guarantee | NLU: “Hold my fare”· Segment: Hold flow· Topics: fare hold |
| Check in and travel docs | Check in Help | NLU: “Check me in”· Segment: Check in page · Topics: check in issue |
| Check in and Travel Docs | Travel Documents | NLU: “Do I need a visa”· Segment: Travel docs page· Topics: travel documents |
| Baggage and Seating | Seat Selection/Change | NLU: “Change seat”· Segment: Seat map view· Topics: seat selection |
| Baggage and Seating | Baggage Allowance/Issue | NLU: “Baggage allowance”· Segment: Baggage info· Topics: baggage issue |
| Disruptions (IRROPS) | Re-accommodation | NLU: “My flight was canceled”· Segment: Disruption banner· Topics: rebooking |
| Disruptions (IRROPS) | Delay Compensation | NLU: “Compensation”· Segment: Compensation policy· Topics: delay compensation |
| Loyalty | Miles Credit | NLU: “Missing miles”· Segment: Miles claim form· Topics: mileage credit |
| Loyalty | Tier Status/Upgrade | NLU: “Upgrade status”· Segment: Upgrade eligibility· Topics: tier status |
| Ancillary Services | Upgrade/Bid Upgrade | NLU: “Upgrade options”· Segment: Offer page· Topics: seat upgrade |
| Ancillary Services | WiFi/Entertainment | NLU: “Wi-Fi help”· Segment: Wi-Fi portal· Topics: onboard Wi-Fi |
Banking
| Category | Customer Intent | Example Sources (NLU / Segments / Topics) |
|---|---|---|
| Account Management | Reset Login Credentials | NLU: “Reset password” · Segment: Reset flow started · Topics: credential reset |
| Account Management | Unlock Account | NLU: “Unlock account” · Segment: Locked page · Topics: account lockout |
| Account Management | Update Personal Details | NLU: “Change address” · Segment: Profile edit · Topics: address change |
| Account Management | Close Account | NLU: “Close account” · Segment: Close account page · Topics: account closure |
| Account Management | Add Authorized User | NLU: “Add authorized user” · Segment: AU form begun · Topics: card authorized user |
| Account Management | Tax Docs (for example, 1099) | NLU: “Download tax forms” · Segment: Tax center view · Topics: tax documents |
| Card Services | Card Lost/Stolen | NLU: “Lost card” · Segment: Card freeze button · Topics: lost card |
| Card Services | Replace/Activate Card | NLU: “Activate card” · Segment: Activation screen · Topics: card activation |
| Card Services | Dispute Transaction | NLU: “Dispute charge” · Segment: Dispute flow · Topics: charge dispute |
| Card Services | Increase Credit Limit | NLU: “Increase limit” · Segment: Limit page · Topics: credit limit |
| Card Services | Travel Notice | NLU: “Travel notice” · Segment: Travel form · Topics: travel advisory |
| Payments and Transfers | Transfer Between Accounts | NLU: “Transfer money” · Segment: Transfer page · Topics: account transfer |
| Payments and Transfers | External Transfer/ACH | NLU: “Send ACH” · Segment: External transfer setup · Topics: ACH transfer |
| Payments and Transfers | Schedule Bill Pay | NLU: “Pay a bill” · Segment: Bill pay setup · Topics: bill payment |
| Payments and Transfers | International Wire | NLU: “International wire” · Segment: Wire form · Topics: wire transfer |
| Lending | Start/Manage Loan Application | NLU: “Loan application status” · Segment: Application in-progress · Topics: income verification |
| Lending | Mortgage Preapproval | NLU: “Mortgage preapproval” · Segment: Prequal page · Topics: preapproval |
| Lending | Change Payment Date | NLU: “Change due date” · Segment: Payment schedule · Topics: due date change |
| Lending | Early Repayment | NLU: “Pay off loan” · Segment: Payoff quote page · Topics: loan payoff |
| Digital Banking | 2FA/Device Registration | NLU: “New device” · Segment: Device registration · Topics: two factor setup |
| Digital Banking | App Troubleshooting | NLU: “App not working” · Segment: Troubleshoot help · Topics: app stop responding |
| Business Banking | Open Business Account | NLU: “Open business account” · Segment: Onboarding wizard · Topics: business onboarding |
| Business Banking | Add Authorized Signer | NLU: “Add signer” · Segment: Signer form · Topics: signer update |
Finance/Accounting (B2B)
| Category | Customer Intent | Example Sources (NLU / Segments / Topics) |
|---|---|---|
| Invoices and Billing | Request Copy of Invoice | NLU: “Invoice copy” · Segment: Invoice detail view · Topics: invoice copy |
| Invoices and Billing | Dispute Invoice | NLU: “Dispute invoice” · Segment: Dispute policy page · Topics: billing dispute |
| Invoices and Billing | Update Billing Address | NLU: “Change billing address” · Segment: Billing edit · Topics: address change |
| Invoices and Billing | Add PO/Reference | NLU: “Add PO” · Segment: PO field used · Topics: purchase order |
| Invoices and Billing | Correct Tax/VAT | NLU: “Fix VAT” · Segment: Tax settings · Topics: tax correction |
| Receivables | Payment Status | NLU: “Payment received?” · Segment: Payment tracking · Topics: remittance |
| Receivables | Apply Credit/Refund | NLU: “Apply credit” · Segment: Credit memo view · Topics: credit memo |
| Receivables | Payment Plan | NLU: “Payment arrangement” · Segment: Terms page · Topics: payment plan |
| Receivables | Short pay/Underpay | NLU: “Short payment” · Segment: Dispute payment page · Topics: short pay |
| Payables and Vendor | Vendor Onboarding | NLU: “New vendor setup” · Segment: Onboarding form · Topics: vendor setup |
| Payables and Vendor | Update Bank Details | NLU: “Change bank account” · Segment: Bank details edit · Topics: vendor bank change |
| Payables and Vendor | Invoice Submission Issue | NLU: “Submit invoice” · Segment: Upload error · Topics: invoice submission |
| Contracts and PO | Contract Copy/Terms | NLU: “Send contract” · Segment: Contract portal · Topics: contract terms |
| Contracts and PO | PO Status | NLU: “PO status” · Segment: PO lookup · Topics: purchase order status |
| Reporting and Compliance | Tax Forms (W9/W8) | NLU: “Need W9” · Segment: Forms download · Topics: compliance documents |
| Reporting and Compliance | Audit Support | NLU: “Audit docs” · Segment: Audit center · Topics: audit request |
Healthcare
| Category | Customer Intent | Example Sources (NLU / Segments / Topics) |
|---|---|---|
| Appointments and Scheduling | Book Appointment | NLU: “Book appointment” · Segment: Scheduler page · Topics: appointment booking |
| Appointments and Scheduling | Reschedule/Cancel | NLU: “Reschedule appointment” · Segment: Change flow · Topics: reschedule request |
| Appointments and Scheduling | Waitlist/Standby | NLU: “Join waitlist” · Segment: Waitlist page · Topics: waitlist |
| Clinical Access | Lab Results Access | NLU: “My results” · Segment: Results page · Topics: lab results |
| Clinical Access | Prescription Refill | NLU: “Refill prescription” · Segment: Refill page · Topics: prescription refill |
| Clinical Access | Telehealth Setup | NLU: “Telehealth setup” · Segment: Device test · Topics: telehealth setup |
| Billing and Insurance | Coverage Question | NLU: “What’s covered” · Segment: Benefits page · Topics: coverage inquiry |
| Billing and Insurance | Estimate/Pre-Auth | NLU: “Cost estimate” · Segment: Estimate tool · Topics: prior authorization |
| Billing and Insurance | Payment Plan | NLU: “Payment plan” · Segment: Plan setup · Topics: payment arrangement |
| Billing and Insurance | Portal Login Help | NLU: “Portal login help” · Segment: Password reset · Topics: account lockout |
| Billing and Insurance | Update Contact Details | NLU: “Change my email” · Segment: Profile edit · Topics: contact update |
| Care Coordination | Referral Status | NLU: “Referral status” · Segment: Referral page · Topics: referral update |
| Care Coordination | Appointment Prep | NLU: “Prep instructions” · Segment: Prep PDF viewed · Topics: preop instructions |
Insurance
| Category | Customer Intent | Example Sources (NLU / Segments / Topics) |
|---|---|---|
| Claims | File New Insurance Claim | NLU: “Start a claim” · Segment: Start Claim Online · Topics: claim initiation |
| Claims | Claim Status | NLU: “Claim status” · Segment: Claim dashboard return · Topics: adjuster follow-up |
| Claims | Upload Claim Documents | NLU: “Upload claim documents” · Segment: Upload Documentation Error · Topics: missing documentation |
| Claims | Schedule Inspection | NLU: “Schedule inspection” · Segment: Inspection scheduler started · Topics: inspection scheduling |
| Claims | Add Damages/Items | NLU: “Add items to claim” · Segment: Add Items Flow Error · Topics: supplemental claim |
| Claims | Claim Payout/Payment | NLU: “Claim payout” · Segment: Payment details page · Topics: settlement payment |
| Claims | Reopen/Appeal Claim | NLU: “Appeal claim” · Segment: Appeal info viewed · Topics: claim appeal |
| Policy Management | Coverage Change | NLU: “Change my coverage” · Segment: Plan comparison page · Topics: coverage change |
| Policy Management | Add/Remove Driver | NLU: “Add a driver” · Segment: Driver form started · Topics: add driver |
| Policy Management | Update Address | NLU: “Update address” · Segment: Profile edit · Topics: address change |
| Policy Management | Proof of Insurance (ID Card) | NLU: “Proof of insurance” · Segment: ID card download · Topics: insurance card |
| Policy Management | Add/Remove Vehicle | NLU: “Add a vehicle” · Segment: Vehicle add flow · Topics: vehicle change |
| Policy Management | Cancel/Renew Policy | NLU: “Cancel policy”/ “Renew policy” · Segment: Renewal page · Topics: cancellation, renewal |
| Billing and Payments | Make a Payment | NLU: “Make a payment” · Segment: Payment page · Topics: billing payment |
| Billing and Payments | Set Up AutoPay | NLU: “Set up autopay” · Segment: Autopay settings · Topics: autopay setup |
| Billing and Payments | Payment Arrangement | NLU: “Payment plan” · Segment: Hardship page · Topics: payment arrangement |
| Billing and Payments | Refund Request | NLU: “Request refund” · Segment: Refund policy · Topics: refund request |
| Billing and Payments | Update Billing Method | NLU: “Change card” · Segment: Wallet page · Topics: card update |
| Billing and Payments | Bill Explanation | NLU: “Explain my bill” · Segment: Bill detail view · Topics: billing inquiry |
| Customer Care and Access | Portal Login Help | NLU: “Can’t log in” · Segment: Password reset · Topics: account lockout |
| Customer Care and Access | Update Contact Details | NLU: “Change email” · Segment: Profile edit · Topics: contact update |
| Customer Care and Access | Communication Preferences | NLU: “Change notifications” · Segment: Preference page · Topics: communication preferences |
| Sales and Quotes | Get a Quote | NLU: “Get a quote” · Segment: Quote wizard · Topics: quote request |
| Sales and Quotes | Compare Policies | NLU: “Compare plans” · Segment: Comparison table · Topics: plan comparison |
| Sales and Quotes | Bind/Buy Policy | NLU: “Buy policy” · Segment: Checkout flow · Topics: policy binding |
Retail / e-commerce
| Category | Customer Intent | Example Sources (NLU / Segments / Topics) |
|---|---|---|
| Orders and Returns | Order Status | NLU: “Track my order”· Segment: Tracking page· Topics: order status |
| Orders and Returns | Cancel Order | NLU: “Cancel order” · Segment: Cancel flow · Topics: order cancellation |
| Orders and Returns | Return/Exchange | NLU: “Start a return” · Segment: Returns portal · Topics: return request |
| Orders and Returns | Replace Missing/Damaged | NLU: “Replace item” · Segment: Problem order flow · Topics: damaged item |
| Fulfillment and Shipping | Change Delivery Address | NLU: “Change shipping address” · Segment: Address change · Topics: address change |
| Fulfillment and Shipping | Delivery Options/Speed | NLU: “Faster delivery” · Segment: Shipping options · Topics: shipping speed |
| Fulfillment and Shipping | Store Pickup Change | NLU: “Change pickup” · Segment: Pickup edit · Topics: Pick up change |
| Payments and Refunds | Refund Status | NLU: “Where is my refund” · Segment: Refund page · Topics: refund status |
| Payments and Refunds | Billing Address Change | NLU: “Update billing address” · Segment: Wallet edit · Topics: billing address |
| Payments and Refunds | Gift Card Issue | NLU: “Gift card problem” · Segment: Gift card page · Topics: gift card issue |
| Product and Inventory | Back in Stock Alert | NLU: “Stock alert” · Segment: Notify me signup · Topics: stock inquiry |
| Product and Inventory | Product Information | NLU: “Product details” · Segment: Specification sheet views · Topics: product info |
| Loyalty and Account | Points Balance | NLU: “Check my points” · Segment: Loyalty dashboard · Topics: points balance |
| Loyalty and Account | Merge Accounts | NLU: “Merge accounts” · Segment: Merge flow · Topics: account merge |
| Support and Access | Account Login Help | NLU: “Can’t log in” · Segment: Reset page · Topics: account lockout |
Note:
- NLU intents must reflect phrasing recognized by your native Genesys bots and copilots.
- Customer segment examples assume authenticated or recognized users for profile attribution.
- Topics deliver post‑conversation coverage including SMS/Email/Social where text analytics is enabled.
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