Customer Service Glossary
Table of Contents

    What Is Chatbot Intent?

    Chatbot intent is the goal or purpose that a user has within the context of a conversation with a customer service chatbot. When an artificial intelligence-powered chatbot receives a message – or an input – from a user, it begins to analyze the text for entities and intent. 

    Entities describe any modifying information customers use when describing their question or concern through an instant messaging platform. On the other hand, intent refers to the action or task that the customer wants to accomplish by using a chatbot. 

    A chatbot’s ability to determine the user’s intent is the difference between a successful, satisfactory interaction and a failed interaction. Chatbots use machine learning and Natural Language Processing (NLP) to extract meaning from customers’ messages. However, software developers can work with companies to improve chatbot functionality in two ways: 

    1. Training and programming chatbots using keywords, fragments of user conversion, and other data. 
    2. Continuously tracking user feedback to improve the chatbot’s abilities. 

    Why Is Chatbot Intent Important for Customer Service?

    Designing chatbots to understand user intent is vital for improving the customer service experience. If a chatbot can’t determine intent, it can’t understand what the customer needs, resulting in wasted time, effort, and frustration for the user.

    Common Questions About Chatbot Intent in Customer Service Departments

    What is intent in AI and machine learning?

    Customer intent is defined as the action, goal, or response that the customer wants to accomplish. Businesses can use AI instant messaging bots to determine customer intent and provide a rapid, satisfactory resolution. 

    What is conversational AI?

    Conversational AI is the metaphorical brain behind customer service chatbots. AI leverages several machine learning procedures, including NLP, pattern recognition, and natural language interpretation (NLI), to understand user questions, extract a keyword or phrase, and recognize speech patterns to direct customers to their desired end goal. 

    What is intent recognition in chatbots?

    Chatbots use intent recognition, or intent classification, to understand a written or verbal message from a customer. The chatbot analyzes each message for intent (the task or outcome) and entities (descriptive data) to determine the customer’s desired goal. 

    How does NLP recognize intent?

    NLP enhances conversational instant messaging chatbots through several processes, including: 

    • Sentiment analysis
    • Aspect mining
    • Topic modeling
    • Named entity recognition 
    • Text summarization 

    Related Resources and Information