Intent Routing
A mechanism in customer-service systems that identifies the category of a customer request and dispatches it to the corresponding handling process. Coinbase extends it by modeling intents separately from processes and product areas, and prioritizes them along three dimensions: occurrence frequency, resolution rate and CSAT.
Timeline (last 90 days)
Coinbase classifies customer intents separately from flows and product areas, then prioritizes flows based on intent volume, resolution rate and CSAT.
Intent routing in customer service systems generally refers to the mechanism that identifies the category of a customer's request and dispatches it to the corresponding handling flow.
All Facts (2)
Coinbase classifies customer intents separately from flows and product areas, then prioritizes flows based on intent volume, resolution rate and CSAT.
50%UnverifiedIntent routing in customer service systems generally refers to the mechanism that identifies the category of a customer's request and dispatches it to the corresponding handling flow.
50%