Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
The Intent Builder is based on the powerful NICE Enlighten platform, a leading solution for customer engagement analytics.
John wants to improve the accuracy of AutoSummary and create and tune an intent model based on his business data.
To achieve this, John creates a custom intent model for his business needs. Using the Intent Builder and Intent Tuning page, he refines intents and snippets to improve model accuracy. The tailored model allows John to effectively use it in the AutoSummary application.
The Intent Builder helps you to:
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Create an intent model using customer data for optimal accuracy tailored to their business.
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Generate precise call summaries for contact centers.
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Enhance communication for a better customer experience.
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Enhance self-service resolution rate and simplify the process for customers.
How Intent Builder Works
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The Intent Builder samples 50,000 interactions from the last 90 days and analyzes their transcriptions.
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A tailored intent model is then created for the specific business line.
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You can refine the model using Intent Builder's unique features for better results and use in CXone.
Integration
Intent Builder is integrated into the CXone platform. To buy and enable it, contact your CXone Account Representative.
Features
High-level features of the Intent Builder include:
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Manage intent models: This feature lets you create, publish, edit, or delete the intent models.
- Intent model overview: This feature lets you view the intent model and perform actions such as rename, merge, move, or remove intents.
- Tune intent model: This feature lets you tune the intent model and monitor the progress of tuning.