What is intent recognition?
Working out what the caller wants to do, for example book, cancel, ask a price or complain.
Intent recognition, explained
Intent recognition lets the agent pick the right next step. Callers rarely state their intent neatly, so the agent must infer it from context.
When the intent is unclear, a good agent asks a short clarifying question instead of guessing.
Most calls carry more than one intent, for example "I want to reschedule, and also ask about the fee". A good agent handles both in order, instead of only the first.
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