What is a Customer Intent in Customer Service Automation?

Ultimate's CEO Reetu Kainulainen explains what intents mean in customer support automation: In a nutshell, a customer's intent is the reason they choose to interact with your brand.

And understanding it is crucial for brands to be able to push options the customer is more likely to buy — especially online, where customer journeys are more fragmented, mobile-based and time-sensitive than ever.

Ultimate is the world’s most powerful virtual agent platform. Powered by industry-leading AI, a laser-focus on customer experience and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate - from Vodafone to Finnair, Gorillas to Zalando.