Overview

Knowing what your customers want is half the battle to delivering the right solution to their problem.

This guide describes how to get the intent of a customer's question within any channel. Intents provide clarity into what a customer is asking when they may be unclear. When using the Understand API (v2/understand/predict), the intent also includes Directly's level of confidence, a threshold for automation, whether the confidence level meets that threshold, and any entities found within the question. You can use these features in Understand to better inform automations and route to the right groups in your contact center.