Intelligent Fields turn conversations into structured actions
Agents now extract and act on structured data mid-conversation — no manual tagging, no post-processing.
A support conversation is full of information the agent already has: an order number the customer just typed, the issue they're describing, the resolution being offered. Intelligent Fields capture that information automatically as the conversation happens, populating structured fields in real time instead of requiring an agent, or a human, to manually tag a ticket afterward.
Because Intelligent Fields are tied to the Graph of Record, they don't just extract text, they resolve it against what Maven already knows. "It arrived broken" becomes a structured Issue Type field reading Damaged Item. A resolution offered mid-conversation updates a Status field before the case is even closed. That structured data flows straight into your CRM or ticketing system, so reporting and downstream automation are accurate the moment the conversation ends, not after someone cleans up the data later.
Example: same-day damage reports for a subscription commerce brand
Picture a DTC subscription brand that deals with a steady stream of damaged-on-arrival tickets, one of its top ticket types alongside cancellations and order-status questions. Agents typically spend real time after each conversation tagging the order number, issue type, and resolution so the fulfillment team can pull an accurate weekly damage report.
With Intelligent Fields, the moment a customer says their order arrived with a torn seal, Maven fills in Order Number, Issue Type: Damaged Item, and Resolution: Replace, directly from the conversation, no manual tagging required. The ops team can pull a same-day damage-rate report instead of waiting until Friday for agents to catch up, catching a packaging defect on one specific SKU days faster than they would have otherwise.
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