What is intent detection?
Intent detection is AI that identifies what a person wants to accomplish from their message, such as requesting a refund, resetting a password or reporting a bug, so a system can route, answer or act on it correctly.
Example
| Message | Intent |
|---|---|
| "I was charged twice" | Billing dispute |
| "Can't log in" | Account access |
| "How do I export?" | How-to |
| "Cancel my plan" | Cancellation |
Old vs new approaches
Classic chatbots needed predefined intents and training phrases. LLMs can infer intent from open-ended language without a fixed list, but defined categories still help reporting.
Uses
Routing, triage, analytics and triggering automations.
