Intent detection identifies what a customer is trying to accomplish in a conversation. For a home service business, the intent might be requesting a repair, asking about an estimate, changing a visit, or checking an existing job. The result guides the next question or route, but it should remain reviewable when the customer's request is unclear or contains several tasks.
What is intent detection in a service conversation?
It is identifying the action or information the customer wants. A phrase about an existing appointment may indicate rescheduling, confirmation, or a status question. Use enough context to distinguish those requests before triggering a scheduling change.
How is intent different from sentiment?
Intent describes the task, such as asking for a callback. Sentiment describes an inferred tone or opinion, such as frustration. A frustrated customer may have a routine status question, and a calm customer may report an urgent issue. Do not let one label substitute for the other.
What should happen when intent is uncertain?
Ask a short clarification question or route the request to a person. Keep the uncertainty visible in the record. A confident-sounding conversation should not justify automatically cancelling or changing a visit when the customer's actual request remains ambiguous.
Can one customer message contain several intents?
Yes. A homeowner may ask to move an appointment and request clarification on an estimate. Track both tasks or establish which should be handled first. Completing one action should not close the conversation while another request remains unresolved.
How should operators test intent detection?
Use actual or representative phrases for new jobs, existing customers, cancellations, estimate questions, and requests for a person. Include short, indirect, and multi-part messages. Review incorrect routing and unnecessary clarification separately so the team can improve the decision rules.
Related terms: Sentiment Analysis, Service Request Qualification, Workflow Triggers