Measuring Intent
CF: How do you measure intent? It seems like such a subjective thing.
NS: It’s what a customer is asking for, what they are trying to get resolved. So, when they ask for something, making sure that we’re matching to what the intent is, and then you build out a flow that actually answers that question. We put concepts in different buckets. For example, this might be the answer someone gets for a company’s refund policy, or return policy, or exchange policy. The technology puts it into all these different buckets. And over time, that’s what helps it grow from 30% in the first 30 days, and in having the fastest time to value to get up to 80%.
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