Automating your work using customer intents

Updated 1 week ago by Victor Suo

If you're not familiar with the basics on Rules in Gorgias check out the articles below before you get started: - Rules - getting started

Customer intents

If you want to automate repetitive tasks, such as tagging tickets or responding to common questions, but do not want to spend a lot of time writing rules triggers, Gorgias offers a much more convenient way to simplify rules by using detected customer intents.

Each time a new customer message arrives, we take a guess at figuring out the customer's intent. Intents include:

  • shipping/status
  • refund/request
  • exchange/request
  • order/damaged
  • order/cancel
  • and many others

Intents can be used to automate your ticket processing workflow. Here is how.

Common use cases

1. Intents are used as triggers within rules

Even if customer intents are automatically detected on all customer messages, they do not trigger automated actions by themselves. In fact, intents are just additional information embedded within rules and the best way to think about intents is to consider them as automated, optimized triggers in rules.

The two following screen captures show the kind of rules logic that can be simplified by intents:

Without using customer message intents (long, tedious, non comprehensive)

Using customer message intents (easy and comprehensive)

2. Tagging tickets using customer intents
  1. In Settings, go to Rules and click Create new rule
  2. Select WHEN new message in ticket as a trigger
  3. Click on THEN, and select an IF statement
  4. Select message -> intents -> contains one of -> "shipping/status"
  5. Click on following THEN, select Add tag as an action, and type "ORDER-STATUS"
  6. Click Save, and ActivateLanguage detection

This example shows a simple rule tagging tickets for "shipping/status", ''order/cancel' and "refund/request" intents.

For now, such rules will only work with the "new message in ticket" trigger. "ticket created" is not sufficient.

Now, each time you receive a customer message asking about an update on a delivery or an unusual delay, that ticket will be automatically tagged!

You can then filter tickets based on customer intents by creating views.

2. Setting auto-replies based on customer intent

Some customer intents are suitable for automatic replies such as "shipping/status". For that, you can set up a rule that would apply a specify macro when an intent is found on a new customer message.

As we have mentioned previously, currently, intents can only be accessed in rules using the "new message in ticket" condition and not through "ticket created" (we are working on implementing this soon). Since we generally don't want to auto-reply multiple times in a given ticket, we recommend to add a "auto-reply" tag when auto-replying to tickets using intents and use an additional filter to avoid avoid auto-replying twice.

This is an example of fully working rule to auto-reply to "shipping status" intents. Note the last AND filter used along the "new message in ticket" condition.

Note that you will no longer have to do this when intents can be used with the "ticket created" condition.

List of customer intents

Name

Description

account/cancel

Requests to delete an account

discount/policy

Asks information on how to apply a discount/store credit

discount/request

Requests to apply or asks about availability of a discount

exchange/policy

Asks information on how to proceed an exchange. Merged with exchange/request

exchange/request

Requests to exchange a received product

exchange/status

Requests a status update on a ongoing exchange

feedback/positive

Positive feedback from customer. Can overlap 'other/thanks'

feedback/negative

Negative feedback from customer

email/unsubscribe

Requests to be removed from the mailing list

job/application

Asks information about job openings or applies to a job

order/cancel

Requests to cancel an order before it ships

order/change

Requests to edit an order before it ships

order/damaged

Received order contains damaged item or customer needs troubleshooting

order/wrong

Received order contains wrong/missing item

other/no_reply

A message that does not need a reply. Ticket can probably be closed. See below for examples*.

other/question

General question on product, brand, policies ...

other/thanks

Customer is thankful. Ticket can probably be closed. See below for examples**.

password/reset

Requests to reset a forgotten password

refund/policy

Asks information on how to proceed a refund. Merged with refund/request

refund/request

Requests to proceed a refund

refund/status

Requests a status update on a ongoing refund. Can overlap with return/status.

return/policy

Asks information on how to proceed a return. Merged with return/request

return/request

Requests to return a received product

return/status

Requests a status update on a received product

shipping/change

Requests to change shipping information (address, name)

shipping/policy

Asks information on shipping (countries, usual delays)

shipping/status

Asks a status update on a expected order

stock/request

Requests to an item in stock/Asks about the availability of a product

subscription/cancel

Requests to cancel a subscription (auto-shipment, monthly order)

subscription/change

Requests to change a subscription

*other/thanks intent: This intent is often found on messages where the customer is concluding a ticket with a kind word or a thank you message to the agent. Examples of messages that corresponds to this intent are "Great - thanks so much! Appreciate the quick response and follow up!", "Thanks so much! Will do!", "Oh ok cool. I think we'll all end up ordering one! Have a great night!" , "". Finding an 'other/thanks' intent on a message often means the ticket can be closed.

**other/no_reply: This intent is often found on messages that do not need to be replied to. Messages that corresponds to this intent are for example "Your Amazon order has just been delivered" or "Call ended. Duration: 57s" or "A customer just ordered a ...". Finding an 'other/no_reply' intent on a message often means the ticket can be closed.

FAQ: Common questions

  • How does intent classification work?
    • Gorgias intent classification system is based on state-of-the-art artificial intelligence algorithms. You have nothing to do. It's fully automated!
  • The intent found is wrong, what should I do?
    • Unfortunately, that can happen as language comprehension is hard. There are usually a lot of ways to say the same thing. You can combine message intents with simple logic for a better result.
  • Can I use message intents along with usual rules logic (IF ... THEN)?
    • Of course. Please do so.
  • Can a single message have multiple intents?
    • Yes, each message can have multiple intents. Besides, if you use intents to auto tag tickets, tickets will be tagged with the intents of all messages it includes.
  • Do all messages have an intent?
    • No, there is a predefined list of possible intents. Moreover, when the system is not confident about a prediction, it will not detect the intent.
  • Can I add an intent to the list of intents that can be detected?
    • No, but you can definitely contact us any particular request of feedback you may have!


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