Intent Detection
Short definition
Intent Detection: Classifying the objective a customer expresses in a call or chat.
Meaning and how it works
Intent reflects the caller’s goal, such as booking or making a complaint; ambiguous utterances require clarification. Analytical models can structure call data and reveal patterns, but results depend on recording quality, language, context and the model configuration.
Business applications
- Business scenario:
A model distinguishes pricing enquiries from fault reports to recommend the next routing step.
What to check before implementation
Validate outputs against real examples and involve human reviewers for consequential decisions. Apply appropriate privacy controls to recordings and transcripts.