Intent-based call routing
Detect customer intent (cancel, support, billing, sales) from spoken input and route to appropriate department or queue.
AA clean typed decision (yes/no, a pick from a list, or a level on a scale) that is concrete, repeats routinely, and has meaningful value.5.51
Key facts
- Vertical
- Cross-industry
- Function
- Support & CX
- Status
- Seen in the wild
- Volume
- high
- Value
- major
- Risk
- moderate
- Evidence
- described plan
- Flags
- check-fit
Source: https://www.parloa.com/knowledge-hub/intent-detection/
Build this with a classifier
Define a typed decision with a bounded answer, then evaluate it on examples.
{
"decision_type": "choice",
"question": "Does this input match the decision in “Intent-based call routing”?",
"input": "<input to classify>",
"output": "one label from a fixed list"
}Related use cases
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