The Customer Intents feature is a powerful tool designed to optimize your workflows. By automatically categorizing incoming tickets based on their topics, and allowing you to create sets of phrases related to common queries, it enhances efficiency in managing and responding to customer inquiries.

In the upcoming sections, we'll delve into the process of creating intents and intent sets, and explore how these can connect with your automations for an AI-driven triage process.

Leveraging AI to detect a customer's intent can significantly boost your agents' productivity. With Deskpro, intent detection can be configured to run on all incoming tickets, or manually set to trigger when specific criteria are met within Triggers, SLAs, and Escalations.

This unlocks the ability to automatically detect instances such as resolved tickets being reopened with a 'Thank You' message, improve ticket routing by assigning the most appropriate agents, and reduce agent response times.

Before you begin:

1. Verify that a valid AI connection is set up on the helpdesk.

2. Navigate to Admin > AI > Customer Intents.

Default Intents

Deskpro comes with the following default customer intents and their corresponding intent sets that can be used to start rapidly triaging tickets. When intent detection is run against an intent set if the customer message matches the intent, only 1 matching intent will be set per intent set.