IG1234 Intent Oriented Customer Engagement (IoCE) Guide v2.0.0

Intent Oriented Customer Engagement (IoCE) is a methodology for CSPs to engage with customers through real-time decisions based on intent of the customer (intent is intention or real wish of a customer for which the customer contacts CSP) instead of following present day methodology where customer requests and queries go through a fixed process flow involving systems, people and departments based on customer expressions, taking considerable time and effort.

The basic principle of IoCE is to understand the core customer intent i.e., intention or wish, in the customer’s language (clear, concise, and jargon free) and build underlying solutions to translate that wish into a technical workflow that works out a solution for the customer and initiates corrective actions in real-time.

Version 2 extends the concept for IoCE that was established in Version 1.   This version elaborates the Customer Expression and its conversion to intent. Further, the document distinguishes among the types of Intent as well as providing a quick view regarding application of concepts like AI & ML in IoCE.  This document also mentions  customer journey and its applicability.