Intent Recognition
Intent recognition is how your AI agent knows that "I want to change my appointment" means rescheduling - not cancellation.
The AI capability of identifying what a user wants to accomplish from their message - distinguishing between a booking request, a complaint, an information query, or a cancellation from the way the message is phrased.
Action Classification
Identify whether a message is a booking request, complaint, question, cancellation, or something else entirely.
Workflow Routing
Different intents trigger different workflows - bookings go to scheduling, complaints go to support, inquiries go to FAQ.
Natural Language Input
Customers don't need to use keywords or menus. The agent understands free-form messages in Arabic and English.
Confidence Scoring
When the agent isn't sure about intent, it asks for clarification rather than taking the wrong action.
Multi-Intent Messages
Handle messages with multiple intents - "cancel my order and book a new one" triggers both workflows.
Intent Analytics
Track which intents are most common. Use data to optimize your agent's handling of frequent requests.
FAQ
How accurate is intent recognition?
Modern AI achieves 90-95% accuracy on well-defined intents. Edge cases are handled by asking clarifying questions.
Can I add custom intents?
Yes. During setup, we define intents specific to your business - "schedule a viewing", "request a quote", "check order status".
What if the agent gets the intent wrong?
When confidence is low, the agent asks for confirmation. If it acts on the wrong intent, escalation rules catch the error.
Understand your customers automatically
Deploy intent recognition in your AI agent.