Org Settings - Intents & Outcomes Configuration

Intents & Outcomes Configuration

Intents & Outcomes is a built-in AI analytics feature that automatically analyzes conversation transcripts to classify caller intent, determine interaction outcomes, and detect whether a caller was authenticated. Configurations are created and managed at the organization level in Settings, and can then be activated within individual Guided Conversation flows using the Post Interaction Analysis setting.

Sentiment analysis is always included automatically and does not require any configuration.

What Can Be Configured

Each Intents & Outcomes configuration defines values and definitions for three categories:

  • Intents — The purpose or goal of the caller during the interaction (e.g., "Check account balance," "Report a lost card")
  • Outcomes — The result of the interaction (e.g., "Issue resolved," "Transferred to agent")
  • Authentication — The criteria used to determine whether the caller was successfully authenticated

A single organization can have multiple configurations, allowing different teams or use cases to apply different classification schemes to their conversations.

Accessing Intents & Outcomes Settings

Intents & Outcomes configuration is found under Org Management in platform Settings.

  1. Navigate to Settings in the left navigation.
  2. Under Org Management, select Intents & Outcomes.
  3. The page displays a list of all existing configurations for your organization. Click any row to view or edit that configuration.

[Screenshot: Intents & Outcomes list page showing existing configurations]

Creating a New Configuration

  1. On the Intents & Outcomes page, click the Add button in the top right corner.
  2. A modal will appear prompting you to enter a name for the configuration.
  3. Enter a descriptive name that reflects the use case or team this configuration is intended for.
  4. Click Save. You will be taken directly to the configuration edit page.

[Screenshot: "Create Configuration" modal with name field]

Setting Up a Configuration

The configuration edit page is where you define the values and definitions the AI will use when analyzing transcripts.

Configuration Definition

Provide an overall description of this configuration. This helps the AI understand the context and purpose of the analysis, and also serves as documentation for your team when multiple configurations exist.

Intent Values

Define the possible intent values the AI should classify. For each intent:

  • Enter the intent label (e.g., "Billing Inquiry")
  • Provide a clear definition describing what this intent means so the AI can accurately identify it in a transcript

Add as many intents as needed to cover the typical range of reasons callers contact your organization.

Outcome Values

Define the possible outcome values the AI should classify. For each outcome:

  • Enter the outcome label (e.g., "Resolved — Self-Service")
  • Provide a clear definition that distinguishes this outcome from others

Authentication Definition

Define the criteria the AI should use to determine whether a caller was authenticated during the interaction. Describe the signals or steps in the conversation that indicate successful authentication.

Tip: The more specific and detailed your definitions are, the more accurately the AI will classify transcripts. Avoid vague labels — include examples or distinguishing characteristics in your definitions wherever possible.


Important: Changes Affect Live Data Collection

A warning is displayed on the configuration edit page indicating that any changes to a configuration will affect data collection wherever that configuration is currently active. If a configuration is in use in a live Guided Conversation, editing it will change how future transcripts from that flow are classified going forward.

Important: Review all active Guided Conversations using a configuration before making changes. If you need to preserve historical classification consistency, consider creating a new configuration rather than modifying an existing one.

Editing an Existing Configuration

  1. On the Intents & Outcomes settings page, click the row for the configuration you want to edit.
  2. Make your changes to the configuration definition, intent values, outcome values, or authentication definition.
  3. Click Save.

Using a Configuration in a Guided Conversation

Once a configuration has been created, it can be applied to a Guided Conversation using the Post Interaction Analysis setting. When a conversation is connected to a analysis configuration, the full transcript is sent for analysis using the selected configuration. The setting presents a dropdown of all available configurations for your organization.

For more information, see Connecting Post Interaction Analysis.

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