Assign sources to an intent

AI-generated summary

Genesys Cloud provides comprehensive customer intent and segmentation capabilities through an integrated management system. The platform enables detailed customer segmentation based on visitor attributes including location, browser type, device type, and specific behavioral actions. Users can create and customize segments with unique names, descriptions, and display settings while tracking up to 50 source assignments for new intents and 5 for existing ones. The system incorporates Natural Language Understanding (NLU) integration and supports both web and mobile app tracking of user interactions. Key functionality includes sequential condition evaluation, topic assignment for post-conversation analysis, and management of intent sources through dedicated Intents and Topics tabs. Access to these features is controlled through specific permissions across External Contacts, Journey, Architect, Language Understanding, Assistants, and Speech And Text Analytics modules. The platform's interface allows efficient management of topics and segments through a structured assignment process, with clear visual indicators and search capabilities to streamline workflow organization.

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

AI-generated summary

PrerequisitesClick to expand

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

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Assign sources to an intent

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