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About customer intents

Customer intent gives you a consistent and persistent view of what the customer is trying to achieve throughout their journey. It brings together signals from conversations, behavioral data, and post-interaction analytics to create a single, reliable data point that can be used across reporting, orchestration, and AI-powered experiences. This process enables personalized experiences from the first step of greeting and routing based on what the customer is already trying to do, while reducing effort by skipping early discovery and moving straight to the next action. It also strengthens analytics by helping you understand the demand by purpose rather than channel or queue, and provides a clean, business-friendly taxonomy that bots and copilots can reuse without extra configuration.

Building and maintaining your customer intent taxonomy with clear categories is your starting point. Customer intent categories help you organize the taxonomy; well-managed intents keep it aligned to real customer goals; and mapped sources ensure Customer intents are updated automatically as new signals appear.

Note: Customer intent requires External Contacts. If your organization does not identify customers and associate interactions to External Contacts (identity resolution), Customer intent doesn’t assign, persist, appear in roster or customer journey, or be available to orchestration. For more information about External Contacts, see About External Contacts.

Manage customer intent taxonomy

Learn how to structure categories, create and manage intents, and assign the right sources so each intent is detected accurately and kept up to date.

Best practices and examples

Understand the customer intent life cycle, how intent detection works across channels and review example taxonomies per industry.

Customer intent use cases

Understand how customer intent interacts with your existing Genesys Cloud features.