Genesys Cloud
Surfacing the current active customer intent on the agent UI

In a future release, Genesys Cloud will display the current active customer intent directly on the agent user interface. This update gives agents immediate visibility into why a customer is contacting them (for example, “upgrade plan” or “billing question”), without having to navigate to the customer journey view. Showing the intent at the moment an interaction arrives helps agents recognize the customer’s goal right away, reduces repeated questions, shortens handle time, and supports smoother transitions between digital and voice channels.