Know why they called, before they finish saying it.
MCM AI works out the reason behind every call and message straight from the customer’s own words, then hands that reason to routing, your agents and your reports.
Let customers just say it.
Intent detection lets people describe what they need in their own words, instead of hunting through buttons.
- 1Press 1 for billing
- 2Press 2 for sales
- 3Press 3 for support
- 4Press 4 to hear these again
“I’d like to switch my account to a different plan.”
Detected once, used everywhere.
Same reason, any language.
Customers say it their way. MCM AI lands on the same intent.
- Spanish
“Quiero cambiar mi plan.”
- French
“Je voudrais changer de forfait.”
- German
“Ich möchte meinen Tarif wechseln.”
- Portuguese
“Quero mudar o meu plano.”
From words to a reason.
Four quiet steps happen before your agent says hello.
- 01
The customer speaks or types
A call, a chat or a message arrives, in any of 30+ languages.
- 02
MCM AI reads the first words
It works out what the customer is really asking for, without a menu.
- 03
The intent is attached
The reason for the contact is stored with the conversation from the start.
- 04
Your team puts it to work
Routing, the agent’s screen and your reports all use that same reason.
AI Voice & Chat Agents
The product this feature belongs to. Related: Smart IVR & Routing, AI Agent Assist and Interaction Analytics.