Generative AI & LLMs
Intent recognition
Identifying the goal expressed in a person's request.
Example
A chatbot recognizes that a customer wants to cancel rather than change an order.
Why people use it
It helps send a request to the right task or support route.
What you'll hear
“Does the customer want a refund or a replacement?”
What this means for you
Allow clarification when choosing the wrong intent would trigger an unwanted action.
Can you control it?
Developer-only
The people building or running the AI choose this setup. An everyday user generally needs their help to change how this part works.
Common questions
- Can one message contain several intents?
- Yes. A request may combine goals or remain ambiguous.
- Can different wording express the same request?
- Yes. 'Cancel it' and 'I don't want it anymore' may express the same goal.
- What if the person changes their mind?
- The system needs to account for later messages instead of sticking with its first interpretation.