Amazon Connect - Intent Capture and Analysis (IC&A)

Intent Capture and Analysis (IC&A) captures customers intents and categorises the reasons for calling, enabling you to build rich insights and help support business decisions.

Our method involves a thorough examination of actual caller reasons, categorising them into specific intent groups for better clarity on customer needs. This categorisation is further refined through frequent, detailed analyses of these intents, enabling us to drill down into the specifics of customer interactions. This iterative process of evaluation and refinement of our engine, conducted multiple times weekly, sharpens our insights into customer behavior.

The result is a detailed understanding of the nuances behind customer calls, allowing us to identify specific demand drivers and trends. This detailed insight aids in optimizing services and informing operational or technological decisions, enhancing overall efficiency. Moreover, it lays a solid foundation for our AI or automation strategies, ensuring they are deeply aligned with actual customer needs and behaviors, thereby making our approach both effective and forward-looking.