Definition
Intent detection
Intent detection is an AI's ability to figure out what a person actually wants from what they say or type, such as booking an appointment or asking about price. Recognizing intent lets an AI agent respond appropriately and take the right action instead of misunderstanding the request.
Intent detection is how an AI understands the purpose behind a message. When a caller says can someone come look at my furnace this week, the AI recognizes the intent to book a service appointment, even though those exact words were not used.
Accurate intent detection is what makes AI agents useful rather than frustrating. By grasping what the customer truly wants, the AI can answer the right question, book the appointment, or route the request correctly, creating a smooth experience that feels like talking to someone who gets it.
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