IG1234 Intent Oriented Customer Engagement (IoCE) Guide v1.0.0

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 customer for which 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.

Within this model, you might start first with “Intent triggered CSP operation” to build the digital solution accordingly to the main intent and as a second phase provide journeys that collect data about how customer felt and reacted for the interaction and how customer interaction can be made more successful. At the end, the model describe the CSP and customer, as the two characters in a collaborative story between CSP and customer.

General Information

Document series: IG1234
Document version: 1.0.0
Status: TM Forum Approved
Document type: Introductory Guide, Whitepaper
Team approved: 25-May-2021
IPR mode: RAND
TM Forum Approved: 23-Jul-2021
Date modified: 26-Jul-2021