Decoding Intent: How AVA knows What Customers Really Want

Customers rarely speak in neat, predictable phrases. They explain, change their minds, add context, use different words and sometimes do not quite know how to describe what they need.

So how does AI work out what a customer really wants?

In this episode of CTRL+AI+SUCCEED, Juan Perez hosts a live conversation between Ray Marchand and Hermina Cosic as they get under the hood of Genesys Agentic Virtual Agent (AVA) and explore the fascinating world of intent.

Together, they will explore how AVA interprets what customers say, understands what they are trying to achieve, and uses that understanding to create more natural, intelligent and effective customer experiences.

What We’ll Explore:

• What an intent actually is and why it matters
• How AVA identifies what a customer is really trying to achieve
• How customers can express the same intent in completely different ways
• The role of context and Generative AI in improving understanding
• What happens when AVA is unsure about what the customer wants
• Why good intent design is fundamental to creating truly conversational experiences

No heavy theory and no scripted conversation. Just a practical, live discussion about what is happening behind the scenes when a customer says something as simple as:

“I need some help with my bill.”

…and AVA has to work out what they really mean.

Join Juan, Ray and Hermina for another episode of CTRL+AI+SUCCEED as we decode intent and take a closer look at the intelligence behind the conversation.You are invited to register for a Zoom webinar!