Assign sources to an intent

AI-generated summary

Genesys Cloud allows creating session and customer segments to identify and classify website and mobile app visitors based on shared behavior and characteristics. Segments can be created by specifying attributes like location, browser, device type, or actions like completing a form or visiting a page. More segment details like name, description, display color, visibility to agents, and active status can be configured. The platform enables tracking visitor attributes like campaign content, network location, browser language, referral URL, and customer journey session types. It matches visitors by evaluating conditions like form submissions, page visits, and cart additions sequentially. Genesys Cloud's web and mobile app tracking captures details like button clicks, form submissions, and page views to provide insight into user interactions. This process integrates with Genesys Cloud to enable personalized customer journeys based on web and app usage. The key functionality is creating segments to classify visitors, track visitor attributes and actions, evaluate sequential conditions, and integrate web and app tracking to personalize journeys.

PrerequisitesClick to expand

Customer intents rely on signals from across Genesys Cloud to stay accurate and useful throughout the customer journey. Assigning sources ensures that each customer intent is automatically detected and kept up to date using the Natural Language Understanding (NLU) intents, customer segments, or topics that best represent the customer’s goal.

By mapping these sources, you create a consistent, persistent intent that can be used in analytics, orchestration, AI-powered experiences, and on the Agent Workspace. This step also removes the need to recreate logic in multiple places. After you assign a source, the customer intent handles the rest.

You can assign an intent source when you create a customer intent or at a later stage.

Notes:

When you create a customer intent, you can assign or unassign a total of 50 sources for an intent.
When you edit a customer intent, you can assign or unassign a total of five sources for an intent.
If you assign many sources at a time, save the source assignments and reassignments in batches.

The following sources can be assigned to a customer intent:

IntentsClick to expand

These intents are NLU intents, native to Genesys bots and copilots, and used to map conversation intents such as ‘Claim status’.

To assign an intent source for a new or existing customer intent, perform the following steps:

Click the Intents tab.
Click the required intent source. If necessary, use Source Type to filter intents specific to Bot flow, Digital bot flow, or Copilot. If no intent source is listed, create them from their respective applications.
Search or page through the list to the required intent source.
To assign the source, in the Customer Intent column, click the plus icon . After source assignment, the intents list updates with a folder icon .
To save the batch, click Save. Conversely, to save and exit the assign source page, click Save and close.

TopicsClick to expand

Topics are post conversation themes extracted by speech and text analytics; for example, claim documentation, to enrich analytics and next contact personalization.

To assign a topic to a new or existing customer intent, perform the following steps:

Click the Topics tab.
Search or page through the list to identify the required topic, and click the plus icon . If you want to assign a topic that is already assigned to an intent, first unassign the topic by clicking the cross icon and reassign it to the current customer intent being created. After source assignment, the topics list updates with a folder icon
To save the batch, click Save. Conversely, to save and exit the assign source page, click Save and close.

SegmentsClick to expand

Segments map behavioral indicators from web or mobile app sessions, for example, claim in progress, loan application started.

To assign a new or existing segment to the customer intent, perform the following steps:

Click the Segments tab.
Search or page through the list to identify the required segment, and click the plus icon . If you want to assign a segment that is assigned to an intent, first unassign the segment by clicking the cross icon and reassign it to the current customer intent being created. After source assignment, the segments list is updated with a folder icon .
To save the batch, click Save. Conversely, to save and exit the assign source page, click Save and close.

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Assign sources to an intent