Intent recognition — sometimes called intent classification — is the task of taking a written or spoken input, and classifying it based on what the user wants to achieve. Intent recognition forms an essential component of chatbots and finds use in sales conversions, customer support, and many other areas.
Intent recognition is critical for ensuring that Digital Employees intelligently and accurately respond to user inquiries. Amelia has the capability to recognize intent, so that she can handle customer and employee-related issues. Using neural network algorithms, Amelia can detect user intent by remembering her past training. While typical chatbots may be able to recognize intent as well, they would be easily confused by multiple intentions. It would be difficult for them to accurately address all intents within a user’s question. However, Amelia can register and prioritize multiple intentions to ensure the most important processes are handled first.