Detect customer intent for added context

Advanced bots powered with AI can understand intent and customer sentiment based on phrasing and language. In reference to AI, these terms mean:

Customer intent: AI can detect the customer’s needs, like what their question is about.
Customer sentiment: AI can detect if the message is positive, negative, or neutral.

AI can pass these details to the agent, giving them additional context that helps them determine how to handle an interaction after handoff. The agent can also use these customer insights to personalize messaging and avoid future escalations.

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