{"id":19732,"date":"2019-09-05T00:00:00","date_gmt":"2019-09-05T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/intent-classification\/"},"modified":"2024-02-23T06:02:33","modified_gmt":"2024-02-23T14:02:33","slug":"intent-classification","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/intent-classification\/","title":{"rendered":"Intent Classification"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/intent-classification\/#Why_Does_Intent_Classification_Matter_to_Customer_Service\" title=\"Why Does Intent Classification Matter to Customer Service?\">Why Does Intent Classification Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/intent-classification\/#How_Helpshift_Supports_Intent_Classification\" title=\"How Helpshift Supports Intent Classification\">How Helpshift Supports Intent Classification<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/intent-classification\/#Additional_Information_About_Intent_Classification\" title=\"Additional Information About Intent Classification\">Additional Information About Intent Classification<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>In the world of artificial intelligence, machine learning, and chatbots, intent classification is the process of classifying the customer\u2019s intent by analyzing the language they use. For instance, a customer who types \u201cHow can I find my order status\u201d into a chat window is likely looking for, well, order status. The machine understands this intent and directs the customer to an agent or bot that can handle the query.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_AI-Classification-768x576-1-1.png\" alt=\"\" class=\"wp-image-6071\"\/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Does_Intent_Classification_Matter_to_Customer_Service\"><\/span><strong>Why Does Intent Classification Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Intent classification matters because correctly classifying customer intent up front leads to a much quicker and more friction-free experience for the customer (as well as any agents involved). Agent time is not wasted on poorly directed customer queries, and more importantly, customer time is not wasted.<\/p>\n\n\n\n<p>Efficient intent classification doesn\u2019t just figure out what the customer needs. It can go as far as determining customer sentiment and parsing when a customer is a VIP or in any other way deserving of expedited service.&nbsp;<\/p>\n\n\n\n<p>Bottom line, the ability to interpret what a customer is looking for no matter how they word the request (including typos and poor grammar) is the key to solving customer problems quickly.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Intent_Classification\"><\/span><strong>How Helpshift Supports<\/strong> <strong>Intent Classification<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Driven by a type of AI called machine learning, Helpshift\u2019s intelligent intent classification and routing frees your team up from having to manually triage incoming queries, with an AI-powered intent classification engine that allows you to customize and deploy AI models that automatically label incoming customer issues. The AI algorithm only needs to be trained once, and outperforms standard keyword automation. It also improves continuously over time.<\/p>\n\n\n\n<p>Helpshift\u2019s AI-enabled intent classification engine is called SensAI Predict. The state-of-the-art algorithms that power it have their roots in semantics and contextual similarity versus traditional models that use statistical significance or rule-based labelling. Helpshift\u2019s intent classification tool allows admins to provide feedback on incorrect predictions in order to hone and refine accuracy over time, but the model need only be trained once. Best of all, Helpshift\u2019s intent classification engine does not require engineers to operate. It\u2019s designed for non-technical users such as customer service admins.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Additional_Information_About_Intent_Classification\"><\/span><strong>Additional Information About Intent Classification<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul>\n<li>Products: <a href=\"https:\/\/www.helpshift.com\/products\/customer-service-automation\/\">Customer Service Automation<\/a><\/li>\n\n\n\n<li>Products: <a href=\"https:\/\/www.helpshift.com\/products\/customer-service-automation\/classification-routing\/\">Let AI Automate Your Skill Based Routing<\/a><\/li>\n\n\n\n<li>Products: <a href=\"https:\/\/www.helpshift.com\/products\/support-ticketing\/case-management\/\">Comprehensive Case Management<\/a><\/li>\n\n\n\n<li>Blog post: <a href=\"https:\/\/www.helpshift.com\/blog\/the-new-imperative-of-ai-powered-issue-classification-why-we-created-helpshift-predict\/\">The New Imperative of AI-Powered Issue Classification: Why We Created Helpshift Predict<\/a><\/li>\n\n\n\n<li>Glossary:<a href=\"https:\/\/www.helpshift.com\/glossary\/issue-classification\/\"> Issue Classification<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19733,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_AI-Classification-768x576-1-1.png",768,576,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19732"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":4,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19732\/revisions"}],"predecessor-version":[{"id":30319,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19732\/revisions\/30319"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19733"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19732"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19732"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}