Automate your work using 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 setting up rules, Gorgias offers a much more convenient way to simplify rules by using customer intent detection.
Each time a new customer message arrives, our system will try to figure out the customer's intent. Intents include:
- and many others
Intents can be used to automate your ticket processing workflow.
List of supported customer intents
Asks for a discount or needs help applying one
Requests to exchange a received product or get a replacement
Requests a status update on an ongoing exchange
Customer provides feedback on a product, brand or customer service.
Can be combined with `positive` or `negative` sentiments for more fine-grain classification.
Requests to cancel an order before it ships
Requests to edit an order before it ships
Received order contains damaged item or customer needs troubleshooting
Received order contains wrong/missing item
A message that does not need a reply. The ticket can probably be closed*
General question on product, brand, policies ...
The customer expresses gratitude. The ticket can probably be closed**
Question about a specific product (usage, properties...)
Requests help choosing a product (size, color, model...)
Requests to proceed a refund
Requests a status update on an ongoing refund. Can overlap with return/status
Requests to return a received product
Requests a status update on a received product
Requests to change shipping information (address, name)
Notifies of an error with a package (lost, not in the mailbox...)
Asks information on shipping (countries, usual delays)
Asks a status update on an expected order
Asks about the availability of a product
Requests to cancel a subscription (auto-shipment, monthly order)
Requests to edit a subscription (frequency, content...)
*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 correspond 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 correspond 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. Social media tags also fall into this category.
In order to constantly improve on our intent detection system, we have developed a brand new feature that allows you to submit feedback for every single customer message! You can now let the system know what the intent is behind your customers' messages by using the drop-down menu that will appear in the tickets as shown on the screenshot below:
Here's a quick video tutorial on how to use this feature:
So the next time that your intent-based rule is supposed to fire on a ticket, for example, the prediction will be more precise!
Intent detection works in a number of most commonly spoken languages which is a huge advantage! The feature supports 16 most commonly spoken languages, so even if the customer is writing over to you in another language, we can detect the keywords and trigger the rule.
The currently supported languages are:
- Arabic (ar)
- Chinese (PRC) (zh)
- Chinese (Taiwan) (zh-tw)
- Dutch (nl)
- English (en)
- German (de)
- French (fr)
- Italian (it)
- Portuguese (pt)
- Spanish (es)
- Japanese (ja)
- Korean (ko)
- Russian (ru)
- Polish (pl)
- Thai (th)
- Turkish (tr)