Use case definition
Let’s consider a scenario where we’re working with an e-commerce company that wants to improve its customer service experience. The company receives a large volume of customer inquiries through various channels, such as email, chat, and social media. Currently, these inquiries are handled manually by a team of customer service representatives, which can be time-consuming and prone to inconsistencies.
By integrating intent classification into customer engagement flows, companies can optimize their customer service operations. This advanced natural language processing technique automatically categorizes incoming customer inquiries into predefined intents, such as “order status,” “product inquiry,” “return request,” or “general feedback.” The classification layer acts as an intelligent entry point for customer service interactions, enabling more efficient and accurate routing of inquiries.
...
