Customers rarely click the “perfect” form field. They send an email, fill a generic contact form, or reply to an old ticket. Underneath, there is a clear job-to-be-done, and a very real customer who is in a hurry. Cancel. Complain. File a claim. Ask for a refund.
With your own AI, or AI used via Plauti Manipulate (both options are possible) and Plauti Assign, you can make that intent visible and route accordingly.
Without intent detection:
• Cancellation requests land in generic support queues
• Complaints get handled like normal "How do I..." questions
• Every case looks like a "support ticket", even if it is actually a save opportunity
• Customer Success teams cannot measure how many cancellations and complaints are handled by the right team
Admins try to patch this with more picklists and form variations. Customers ignore them.
"I want to cancel my policy at the end of this month and know if I'll get any refund"
On the surface, this can be tagged simply as "Policy question". But your AI can read it is:
• Intent = "Cancellation"
• Sub-intent = "Refund inquiry"
That intent should send it straight to your retention team, not a generic inbox.
Your AI mode, or AI called via Plauti Manipulate, reads incoming messages and sets:
• Intent, e.g., "Cancellation", "Complaint", "Claim", "Refund", "Upgrade"
• Sub-intent, e.g., "Refund inquiry", "Billing error", "Service quality"
You control the allowed values and mapping to your internal processes.
Plauti Assign uses those intent fields to:
• Route cancellation intents to Retention or Save teams
• Route complaints to a dedicated Complaints team with specific SLAs
• Route claims to Claims Processing, not general support
• Route upgrade or upsell intent to Sales or Customer Success
In the example above, Plauti Assign moves the case to the retention team that can both handle the refund questions and try to keep the customer.
Plauti Assign remains the single routing engine across channels and objects.
Because intent is stored in clear fields:
• Customer Success teams can report on volume of cancellations, complaints, and claims
• You can test routing changes per intent without touching every channel
• QA teams can review whether AI intent matches reality
• Customers don't have to tell the same story to 5 different teams
• One set of routing rules driven by intent, not channel-specific workarounds
• Less reliance on custom forms and manual intake scripts
• Easier to scale to new channels, like WhatsApp or chat, using the same logic
• Cancellations, complaints, and sensitive requests land directly with the teams best equipped to handle them
• CSMs get a clearer view of which accounts are trying to cancel, complain, or upgrade
• More time spent on value-add conversations instead of fixing misrouted cases
• Their real goal (cancel, complain, claim, refund, upgrade) is understood faster, without extra forms
• They reach the right specialist team sooner, instead of bouncing between generic support queues
• They feel that the company "gets" what they're asking for, which reduces frustration and improves trust
You may start with a simple text classification model and later move to a more advanced LLM. Plauti Assign doesn't need to change.
• You keep the same intent fields and routing logic
• You can test new models in the background
• You can add new intents over time without rewriting assignment flows
Your routing stays stable while intent recognition gets smarter.
Want cancellations, complaints, and claims to reach the right team every time?
Book a call to see intent-based routing with Plauti Assign.
