Datasets:
kind stringclasses 3
values | state stringlengths 79 285 | instructions stringclasses 20
values | options listlengths 2 8 | label int64 0 7 | task stringclasses 20
values | weight float64 0.5 1 | instruction_variants listlengths 2 2 |
|---|---|---|---|---|---|---|---|
choice | Flora called on phone to cancel her FreshPlate weekly meal-kit subscription effective immediately. She read the KB article on pausing but wants a full cancellation and confirmation email. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"What does this customer want to accomplish?",
"Classify this message into its intent category."
] |
choice | Liam reported via app that his BrewMaster espresso machine arrived damaged and late. He wants to know where the replacement shipment is but is upset about poor service and demands compensation. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"For this mixed request, pick the dominant intent.",
"Which intent takes priority when tracking and complaint overlap?"
] |
choice | Ravi requested a callback by phone to complain about rude service from JetSet Airlines support after his flight was delayed, saying no one offered rebooking help. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"Classify the intent of this customer contact.",
"What is the customer trying to convey in terms of intent?"
] |
choice | Ben submitted a request in the app to upgrade his FitLife coaching account from Basic to Premium and update his profile address and SSO settings for work login. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"What account change is being requested?",
"Assign the proper intent to this request."
] |
choice | Irene sent an email about her meal-kit subscription. Her credit card was charged an unexpected renewal fee and she wants a copy of the invoice and an explanation of the charge. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Identify what the customer is trying to get help with.",
"Categorize the customer's intent from the given options."
] |
choice | Ingrid contacted via SMS about her workplace collaboration tool. She needs help configuring SSO for her organization and updating admin account settings for new hires. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"Predict the correct intent for automated routing.",
"Tag this support conversation with the right intent."
] |
choice | Kira contacted via SMS about her weekly meal-kit subscription box. She received a delay alert in the mobile app and wants updated delivery tracking. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Identify the main customer intent.",
"Choose the intent category that fits best."
] |
choice | Zoe sent a chat message to thank the team for last week's help and to ask if you accept partnerships for her 2026 tech blog. She has no order, billing, or product issue. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"Which intent category fits, if any?",
"Categorize this unrelated message."
] |
choice | Fiona called on the phone about her SecureHome monitoring service to request a callback tomorrow to discuss sponsoring a neighborhood safety event. She says it is not about her account or equipment. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"Evaluate the customer's intent in this call.",
"What is the customer trying to accomplish?"
] |
choice | Fiona called phone support to ask about the VoltRide e-bike Pro model features, battery range, and monthly subscription pricing. She has not purchased yet and wants to compare availability in blue versus black. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"Pinpoint the main intent of this phone call.",
"Classify the purpose of this customer outreach."
] |
choice | Daniel opened a chat about his StreamPlus annual subscription and says he wants to cancel it effective immediately before the 2026 renewal. He asks for confirmation that auto-renewal is turned off. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"Identify the customer's primary intent.",
"Which intent category fits this support interaction?"
] |
choice | Ethan reached out via SMS about his e-bike rental from RideGo, saying the battery died after 10 minutes and the brakes squeaked dangerously. He says he is angry and disappointed with the unsafe condition. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"Select the right intent label for this situation.",
"What is the purpose of the customer's message?"
] |
choice | Xavier is on live chat because the HomeHub mobile app keeps logging him out after SSO login and shows error 502 when he tries to control his thermostat. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"What technical issue is the customer reporting?",
"Classify the support intent of this chat message."
] |
choice | Elliot is chatting with the chatbot about his FreshBox grocery subscription just to say hi and test if the new bot mascot works. He asks no question about orders, billing, or service changes. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"Assign the correct intent to this chat interaction.",
"Which intent description fits this message?"
] |
choice | Carla emailed about her LoomDesk standing desk shipment, asking for live delivery tracking and estimated arrival since the carrier missed the callback window yesterday. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Where does this order inquiry belong?",
"What is the primary intent behind this message?"
] |
choice | Brian called on phone because his HomeCam mobile app keeps crashing on login after the latest update, and SSO with Google just loops back to the start screen. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"What intent is the customer expressing?",
"Select the best intent label for this case."
] |
choice | Zane requested a callback via phone about his UltraDesk standing desk shipment, asking for live delivery tracking and the estimated arrival for the order placed last Monday. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Where is the customer's order? Pick the intent.",
"Determine the shipment-related intent."
] |
choice | Jack messaged via the in-app help center because his HomeSecure monitoring renewal failed due to an expired Visa ending in 4021. He wants to update his payment method before service lapses. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Label the customer's underlying intent.",
"Choose the best intent label for this interaction."
] |
choice | Nina wrote via email that her recent phone support callback was three hours late and the agent gave wrong renewal information for her HomeSecure Alarm service. She is dissatisfied and wants a supervisor to review the call. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"Is the customer expressing dissatisfaction?",
"Route this message to the right intent bucket."
] |
choice | Vivian sent an email asking where-is-my-order for the replacement SolarCharge battery pack. She needs the courier tracking number and current location. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"What is the customer's intent in this email?",
"Choose the best intent label for this order query."
] |
choice | Maya reached out via chat about her StreamWave Music subscription after noticing a duplicate $12.99 invoice charge on her Visa ending 4421. She wants to know why she was billed twice and is requesting a refund for the extra charge. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Classify this support message by intent.",
"Select the right intent label for this case."
] |
choice | Ivy checked in via the mobile app about her SolarCharge Power Bank order that shows 'out for delivery' since yesterday morning. She asks for the live courier tracking and delivery window. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Select the best intent description for this state.",
"Infer the customer goal from this message."
] |
choice | Victor reported in the app that the StreamBox chatbot keeps looping and won't play 4K content, showing buffering at 90%. He tried clearing cache and switching networks. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"Select the correct intent for this app report?",
"What does this customer need based on intent?"
] |
choice | Grace contacted via chat about her music streaming subscription renewal. She sees a duplicate invoice charge from yesterday and wants to know if she will be refunded for the extra payment. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Classify this support request by customer intent.",
"Which intent label best fits this customer message?"
] |
choice | Trevor is on chat asking if the FitBand 2 is in stock and whether it works with his Pixel phone and Strava subscription. He hasn't purchased yet and wants feature details. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"Which buying-related intent fits this chat?",
"Determine the intent for this feature inquiry."
] |
choice | Vanessa sent an SMS asking about the Learnly Pro course bundle pricing for 2026, renewal terms, and whether certificates are included. She is deciding between plans before buying. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"What is the purchase-related intent here?",
"Label this SMS by customer intent."
] |
choice | Olivia is on live chat before buying the AeroFit Smartwatch Series 6 and wants to know if it is compatible with Android 16 and what the battery life is. She also asked about pricing for the add-on heart-rate strap. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"What is the shopper trying to learn before purchasing?",
"Choose the intent that matches this pre-purchase question."
] |
choice | Nadia emailed support because she changed jobs and needs to update her SSO login and profile email for her CloudDocs Pro workspace. She also wants to enable two-factor authentication. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"What account action is the customer requesting?",
"Determine which intent label fits this message."
] |
choice | Henry is in the mobile app chat asking whether the AeroBook Pro 14 laptop supports dual 4K monitors and how long the education discount lasts. He hasn't purchased yet and is comparing 512GB vs 1TB storage options. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"Identify the customer's underlying intent here.",
"What type of request is this customer making?"
] |
choice | Julia reached out on chat to complain about a chatbot loop and a 45-minute wait for a callback about her StreamFlix Premium outage. She calls the support experience terrible and is asking for a goodwill credit for the poor service. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"Identify the intent behind this dissatisfaction message.",
"What is the customer trying to express in this contact?"
] |
choice | Zara sent an SMS asking where her EcoBlend Blender order is, saying the delivery tracking link has not updated since it left the Memphis hub three days ago. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Is this a shipment status question? Identify the intent.",
"What is the customer asking about regarding their order?"
] |
choice | Holly sent an email about her photo storage subscription. She wants to change her renewal settings, switch from monthly to annual plan, and update her profile address. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"What is the customer trying to accomplish here?",
"Choose the intent that best describes this inquiry."
] |
choice | Holly texted SMS support asking where her FreshBox meal kit for this week is. The app says delivered but she hasn't received the box at her door. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Identify the shipment status intent.",
"What is Holly asking about her delivery?"
] |
choice | Gemma submitted an in-app request to cancel her CloudVault 2TB storage plan and upcoming renewal. She switched to SSO enterprise storage at work and wants the service stopped after this billing cycle. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"Determine the intent for this support ticket.",
"Which of the listed intents matches this case?"
] |
choice | Mateo submitted a request in the app for his NewsDaily Premium account to upgrade from Basic to Family plan and switch his login to SSO with Microsoft. He also wants to change his profile display name. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"From this state, what intent should be assigned?",
"What category best describes this customer's need?"
] |
choice | Ella asked via chat before buying the EcoTherm smart thermostat if it is compatible with Alexa and Google Home. She also wants to know current pricing and whether installation is included. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"Label the underlying customer intention.",
"Which of the listed intents applies to this situation?"
] |
choice | Aisha called phone support furious that her LumiGlow skincare set arrived shattered and customer service was rude last week. She is demanding full compensation and an apology for the poor service. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"Infer the customer's intent from the message.",
"What best describes the purpose of this support interaction?"
] |
choice | Kyle asked on chat whether the AuraFit smartwatch Series 6 works with iPhone 17 and Android 16 before he buys. He also wants to know battery life with always-on display. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"What pre-purchase info does Kyle need?",
"Classify this compatibility question."
] |
choice | Fiona contacted via chat to ask if the CloudNest Home Security bundle works with Matter and Alexa before she buys. She wants to know pricing for the 4-camera kit and if the mobile app includes free cloud storage. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"Classify the intent behind this customer message.",
"Which intent category best fits this support request?"
] |
choice | Uma sent an email about the MeetLoop conferencing add-on where screen share freezes and audio drops during calls. She asks for troubleshooting steps beyond restarting. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"Identify the underlying intent of this message?",
"What is the primary intent behind this support email?"
] |
choice | Hugo emailed support about his project management SaaS. The desktop app freezes on startup and his files will not sync after the 2026 update. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"Assign the proper intent label to this customer state.",
"What help is the customer seeking in this message?"
] |
choice | Alice is on chat about her Streamly music subscription and wants to enable SSO login and update her profile email to her new work address. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"Identify the customer's primary intent in this case.",
"Which intent category best describes this request?"
] |
choice | Owen is stuck in a chatbot loop in the HelpCenter app and cannot reset his password for FitTrack Elite because the SSO link keeps expiring. He switched to SMS support asking for a manual reset link. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"What technical problem is described here?",
"Choose the intent for this login and app issue."
] |
choice | Farah called on the phone about her cloud backup add-on for PhotoVault and wants to cancel the add-on starting next month. She asks the agent to confirm the cancellation by SMS. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"Determine the correct intent label for this case.",
"Which customer intent is expressed here?"
] |
choice | Miles asked via SMS about his QuickShip order QS-88213 for a RoboVac S9, which shows label created in delivery tracking for 5 days. He wants an updated ETA and shipment status. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Identify the intent of this delivery question.",
"Select the best intent for this tracking request."
] |
choice | Dana emailed about her BookNest book subscription just to thank the agent for yesterday's callback and ask about holiday support hours. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"How would you classify the intent of this contact?",
"Pick the best-fitting intent for this state."
] |
choice | Jack requested via chat to cancel his StreamFlix Premium annual renewal before it bills on October 15, 2026. He says he no longer uses the add-on sports package and does not want auto-renewal. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"Decide which intent applies to this cancellation request.",
"Map this customer statement to the right intent."
] |
choice | Omar wrote via email about his TravelPass Rewards account requesting to change his contact email and mailing address. He also wants to enable two-factor authentication and adjust his privacy settings. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"What type of request is described here?",
"Assign the fitting intent to this email."
] |
choice | Hannah texted SMS support because the one-time login code for her ShopKart account never arrives. She is trying to check out and has good cell signal. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"Decide the intent for this login problem.",
"What support category does this SMS belong to?"
] |
choice | Grace emailed support asking for a copy of her March 2026 invoice for her StreamFlix annual subscription renewal. She needs it for expense reimbursement and mentions the chatbot couldn't locate it. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Classify the intent behind this support request.",
"What does the customer want in this message?"
] |
choice | Brooke sent an email to thank the support team for the helpful KB article on setting up two-factor authentication for her PayVault account. She just wanted to share appreciation and request a copy of her chat transcript for her records. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"Assign the right intent label to this case.",
"Recognize what the customer is ultimately asking for."
] |
choice | Lexi contacted via email needing a copy of last month's invoice for her TaskFlow SaaS renewal. She also asked about new AI add-ons features and pricing before deciding to renew. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"For this mixed billing and product question, choose the primary intent.",
"What is the main intent when invoice and feature questions mix?"
] |
choice | Marcus called phone support to cancel his renewal for MealKit Fresh weekly subscription before the next billing cycle. He said he is moving abroad and wants confirmation that auto-renewal is off. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"Identify if this is a cancellation request.",
"Label the customer intent for this call."
] |
choice | Carlos emailed support about his RideShare Plus invoice for August 2026, questioning a $45 surge charge and asking to switch his payment method to a new card. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Identify the billing-related intent here?",
"What category best describes this inquiry?"
] |
choice | Emma contacted chat about her recent smart speaker order that arrived with a cracked screen and scratched casing. She says the delivery was late and the unboxing experience was terrible and demands compensation. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"Label the customer's intent for this interaction.",
"What type of intent is shown in this support case?"
] |
choice | Brandon requested via the app to cancel his StreamFlix annual subscription renewal scheduled for next month because he switched to a competitor. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"Which intent best matches this cancellation request?",
"Label the customers core intent."
] |
choice | Olivia contacted chat after getting stuck in a chatbot loop trying to log into her EduLearn portal via SSO. She says Google SSO returns a 403 error on both Chrome and the mobile app. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"What is the user trying to accomplish here?",
"Map this request to the correct intent."
] |
choice | Yasmin is in the mobile app wanting to upgrade her GreenBox meal plan from Basic to Family and update her delivery profile address for her subscription. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"What account update is requested?",
"Classify this profile and plan change request."
] |
choice | Alice reached out via chat about her CloudSheets Pro subscription after her chatbot showed two invoices for $29 in September 2026 and she wants to confirm which charge is correct. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Which customer intent fits this situation?",
"Categorize the main reason for contacting support."
] |
choice | Clara messaged in the app to update her profile email and switch her CloudNest storage plan from Basic to Family with SSO enabled. She also wants to reset her password for all devices. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"Determine the customer's main goal.",
"Select the intent that matches this support case."
] |
choice | Eli is on chat about his Streamly account with no change or issue to report, but to ask if the company is hiring support agents and where to send his resume. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"Assign an intent label to this conversation.",
"What best describes the customer's purpose here?"
] |
choice | Omar left a voicemail on the callback line about LogiShip delivery services asking if the company has any warehouse jobs available and where to send his resume. He mentioned reading a KB article about careers but could not find the application link. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"Assign the correct intent, using other if none apply.",
"Which of the listed intents applies to this message?"
] |
choice | Julia is on chat asking to upgrade her MusicWave individual plan to a family plan for 2026. She wants to add her daughter and keep her playlists and settings. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"Identify the plan-change intent here.",
"What account update does the customer want?"
] |
choice | Ava is on chat asking before buying the SolarBank 20K power station whether it is compatible with her camper van solar add-ons and what the pricing is after year one. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"What does the customer want to know?",
"Classify the underlying customer intent."
] |
choice | Bella is on chat because her FitPulse mobile app logs her out immediately after SSO login with error 500, and the chatbot troubleshooting did not help. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"Select the correct intent label for this scenario.",
"What is the user trying to accomplish here?"
] |
choice | Isaac requested a phone callback about his PixelPro 16 phone order placed on April 28, 2026. He wants an estimated delivery date since his old phone is broken. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Categorize this callback request about shipping.",
"Which order-related intent applies here?"
] |
choice | Lily browsed the EduLearn app and asked via in-app support about pricing for the 2026 Spanish immersion add-on. She wants to know if it's included in the annual subscription or extra. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"Identify this pricing inquiry intent.",
"Which product info need is expressed?"
] |
choice | Ximena requested via the mobile app to cancel her StreamFlix Premium subscription renewal scheduled for next week and stop all future auto-renewals. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"Does the customer want to cancel something? Choose the intent.",
"Label the cancellation intent in this request."
] |
choice | Yara called in to update her CloudMail Plus account settings, requesting to reset her password and enable SSO for her team ahead of the renewal. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"Which account-related intent applies here?",
"Determine the customer's intent for this call."
] |
choice | Walter opened a phone ticket about his BizSuite invoice showing an unexpected $29 add-on for extra storage and wants to clarify which payment method was charged. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"What is the billing question here?",
"Choose the correct customer intent."
] |
choice | Bella left a callback request via phone after reading a KB article about CloudVault storage add-ons, saying she just wants to praise the support team and ask about charity partnership opportunities. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"What is the customer really asking for?",
"Choose the intent that applies to this outreach."
] |
choice | Laura called to turn off auto-renewal reminders via push and switch to email only for her PetCare Plus subscription account. She also wants to change her display name. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"What settings change is Laura requesting?",
"Pick the intent that matches this account edit."
] |
choice | Mona submitted a complaint via the app after her GrocerDash delivery arrived with damaged produce and melted ice cream. She says the driver was rude and is demanding a refund as compensation. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"Detect dissatisfaction or complaint in this report.",
"What intent category does this feedback fall into?"
] |
choice | Daniel texted via SMS asking where his QuickShip order of Sony WH-1000XM5 headphones is. The delivery tracking link has not updated in three days and shows it stuck in Memphis. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"What is the user trying to accomplish?",
"Pick the correct intent classification for this inquiry."
] |
choice | Priya called on phone about her FitLife Coaching renewal that auto-renewed at $199 despite a promised $149 loyalty rate. She wants the difference refunded and a copy of the updated invoice sent to her. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Determine the primary intent of this inquiry.",
"Which intent best fits this customer request?"
] |
choice | Clara called on phone furious that her FreshBox meal kit arrived damaged and late, saying the delivery driver was rude and demanding a full refund plus compensation. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"What complaint intent is being expressed?",
"Pick the most appropriate intent for this message."
] |
choice | Helen emailed asking how CloudNest 2TB plan's file-sharing features compare to DriveBox, and whether it supports shared workspaces. She is evaluating options before buying. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"Categorize Helen's feature comparison request.",
"What buying question is being asked here?"
] |
choice | Ian wrote via email that his newly delivered VistaDesk standing desk arrived scratched and with a wobbly leg. He is very dissatisfied with the assembly service and wants a replacement plus a credit. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"Which customer intent does this message convey?",
"Route this case to the correct intent bucket."
] |
choice | Noah sent an SMS asking where his RoboVac X2 order is after the delivery tracking link stopped updating yesterday. He purchased it with expedited shipping and needs it by Friday. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Pick the best intent for this delivery question.",
"Categorize this customer inquiry by intent."
] |
choice | Ruby called by phone to cancel her LoveBox gift order after delivery tracking showed it hadn't shipped yet and she no longer needs it. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"What cancellation intent is shown in this call?",
"Identify the intent behind Ruby's phone call."
] |
choice | Ian emailed to update the email on his WorkFlow Teams account from his old job to his new one. He also wants to enable Google SSO for faster sign-in. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"Which account action is being requested?",
"Route this email to the correct intent."
] |
choice | Benjamin opened a chat with billing about his Nimbus Cloud invoice showing an extra $49 for storage add-ons he did not authorize. He wants an explanation of the charge and to update his payment method. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Figure out the core intent behind this chat.",
"Match this scenario to the correct intent option."
] |
choice | Tariq called by phone because his HomeNest smart thermostat went offline and won't reconnect to Wi-Fi after a firmware update. The app shows error E-44 and rebooting didn't help. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"Which intent label fits this customer issue?",
"Determine the customer's intent for this contact."
] |
choice | William is on chat asking if the SolarCharge Powerbank 20K is compatible with his Pixel 9 and what the pricing is for the add-on solar panel before buying. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"What pre-purchase question is the customer asking?",
"Select the correct intent label for this inquiry."
] |
choice | Kevin submitted a request in the app to reset his password for his GreenCart grocery account and update his delivery profile address. He no longer has access to his old recovery phone. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"Classify this profile update request.",
"Determine the intent of this app message."
] |
choice | Rachel called on the phone to question a charge on her CloudPaper Pro annual plan and wants to update her expired credit card before the next renewal. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"Determine the customer intent for this case.",
"Select the correct intent for this customer message."
] |
choice | Emma is on live chat about her Streamly annual subscription asking why she was billed twice for the HiFi add-on and requesting a refund for the second charge. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"What customer intent is expressed in this message?",
"Label the primary reason for this support interaction."
] |
choice | Paige called on phone about her PhotoVault Cloud account to downgrade from 2TB to 200GB plan and consolidate two profiles into one. She also wants to update her password and account recovery options. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"Determine the intent for this phone inquiry.",
"Which option matches this account change?"
] |
choice | Carlos reported via the support app that his RingView doorbell keeps going offline and the live feed freezes in the mobile app. He already rebooted his router and followed the chatbot troubleshooting steps. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"Detect the primary reason for this contact.",
"From the options, pick the intent that fits best."
] |
choice | Chris called on the phone because his HomeHub smart speaker will not connect after the latest firmware update and the KB article steps did not fix it. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 1 | cx_intent | 1 | [
"Infer the customer goal from this description.",
"What intent label applies to this support request?"
] |
choice | Chloe sent an email to update her profile for her MusicFlow Family plan, asking to change her password and enable SSO for all family members. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 2 | cx_intent | 1 | [
"Which account-related intent is shown here?",
"Identify the customers primary intent."
] |
choice | Luis requested a phone callback about his standing desk order. He wants to know if it has shipped and when the courier will deliver it. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"Determine the customer's shipping-related intent.",
"What is the primary reason for this contact?"
] |
choice | Raj submitted a request in the app about his FitTrack Plus subscription invoice, confused by a prorated charge after he switched plans mid-cycle. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 0 | cx_intent | 1 | [
"What does this customer want based on intent?",
"Label the intent behind this support request."
] |
choice | Paula wrote in chat that her HomeFresh grocery delivery arrived with damaged produce and melted ice cream, and she is demanding compensation after the chatbot gave her a generic KB article. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"What intent is expressed in this complaint case?",
"Identify which intent category applies here."
] |
choice | Felix sent an SMS about his CloudDrive storage plan to ask about summer internship openings and the employee referral process. He has no support issue and does not need help with login or invoices. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"Recognize the intent behind this customer note.",
"Which intent label should this case receive?"
] |
choice | Sam called by phone to check shipment status for his monthly GlowBox subscription renewal box. The tracking link shows delivered but he hasn't received it. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 3 | cx_intent | 1 | [
"What is the customer asking about in this call?",
"Label the intent of this shipment inquiry."
] |
choice | Kai asked via app about the FitPulse premium fitness subscription. He wants to know included features, renewal pricing, and smartwatch compatibility before upgrading. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 4 | cx_intent | 1 | [
"Classify the intent of this product question.",
"Select the best-fit intent for this message."
] |
choice | Petra tapped cancel in the mobile app for her MindCalm meditation subscription, saying she wants to end auto-renewal before the October billing date. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 5 | cx_intent | 1 | [
"Determine what the customer intends in this app request.",
"What is the primary intent of this customer?"
] |
choice | Danielle sent an email about her MindFit wellness app just to thank the support team for yesterday's callback and say the KB article they shared was very helpful. She has no new issue or request. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 7 | cx_intent | 1 | [
"Decide which intent applies to this conversation.",
"What kind of request is the customer making, if any?"
] |
choice | Yusuf called furious that his AeroVac robot arrived damaged with a cracked lid and demanded compensation after poor service from the callback team. | What is the customer intent? | [
[
"billing",
"question about a charge, invoice, refund, or payment method"
],
[
"technical",
"problem using the product, app, login, or a device"
],
[
"account",
"update to profile, plan, password, SSO, or account settings"
],
[
"order_status",
"where-is-my-order, deliver... | 6 | cx_intent | 1 | [
"Is this a complaint or compensation demand?",
"Identify if this expresses dissatisfaction."
] |
End of preview. Expand in Data Studio
CX Decisions v2 — 20 CX decision types for 2026 practices
2,400 LLM-inferred (state, question, answer) rows in strands-decider Example format (kind/state/instructions/options/label/task/weight/instruction_variants), split evenly: 120 rows × 20 decision types, all states unique, all labels in range, all rows schema-validated.
Generation: four parallel subagents, each inventing realistic 2026 CX states (subscriptions, SSO, renewals, invoices, chat, fraud, SLA, PII) and judging the correct label by model inference. No scripts, no templates, no rule-based synthesis. Score labels spread evenly across levels (unlike v1's urgency rows, which were 99% one class).
The 20 decisions
| slice | task | kind | question |
|---|---|---|---|
| A routing/triage | cx_intent | choice/8 | route intent (billing, technical, account, order_status, product_info, cancellation, complaint, other) |
| A | cx_channel | choice/5 | best next channel (phone, email, chat, sms, self_service) |
| A | cx_category | choice/5 | case category (billing, technical, account, shipping, product) |
| A | cx_human | noul | needs a human agent vs AI can resolve |
| A | cx_selfserve | noul | eligible for self-service/KB deflection |
| B risk | cx_escalation | score/4 | escalation level |
| B | cx_churn | score/4 | churn risk |
| B | cx_complaint | noul | formal complaint vs inquiry |
| B | cx_approval | noul | needs supervisor approval |
| B | cx_fraud | noul | fraud / account-takeover signs |
| C customer state | cx_sentiment | score/5 | customer sentiment |
| C | cx_priority | score/4 | service priority |
| C | cx_csat | score/4 | satisfaction risk without fast action |
| C | cx_vip | noul | needs VIP handling |
| C | cx_callback | noul | needs a callback scheduled |
| D compliance/flow | cx_pii | noul | contains PII needing redaction |
| D | cx_translate | noul | needs translation |
| D | cx_repeat | noul | repeat contact, unresolved |
| D | cx_sla | noul | at risk of breaching response SLA |
| D | cx_nba | choice/5 | next best action (apologize_resolve, offer_refund, schedule_callback, escalate, provide_instructions) |
Intended use
Continual-train checkpoint for a strands-decider model (append to train_files; the 20 task names stratify held-out splits). Companions the cx_lam loop-gating rows (v1, 33,148 rows in the training repo) — together: 4 loop + 20 applied = 24 CX decision types.
Limits
LLM-judged labels: realistic but not human-adjudicated; spot-check before high-stakes use. English only. No PII in states (names are invented). Scores are ordinal judgments, not calibrated severities.
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