Glossary
A chatbot's ability to identify what a user is trying to accomplish from their message.
Intent recognition is the process of classifying a user's message into a goal — for example, 'track my order', 'request a refund', or 'book a demo'. It is one of the core building blocks of conversational AI.
Once the intent is identified, the system routes the conversation to the right flow, answer, or action. Accurate intent recognition is what separates a helpful bot from one that constantly replies 'I didn't understand that'.
Intents are usually trained on example phrases so the model can recognise the same goal expressed in many different ways, including with typos and slang.
Accurate intent recognition routes each customer to the right answer instantly, raising resolution rates and trust.
Defuser AI matches incoming messages to the right flow using intent recognition, then automates the next step — see WhatsApp automation.
A chatbot's ability to identify what a user is trying to accomplish from their message.
Accurate intent recognition routes each customer to the right answer instantly, raising resolution rates and trust.
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