Short answer
Intent classification is labelling a message as order status, refund, complaint, product question and so on, so the right agent and data are used.
Worked example
'I want my money back, the bottle leaked' is a refund plus a complaint, not WISMO. Routing it to an order-status agent would send the wrong reply.
This term sits in the AI customer support hub. Use the related pages below for the full playbook.
Frequently asked questions
What does Intent classification mean for a D2C brand?
Intent classification is labelling a message as order status, refund, complaint, product question and so on, so the right agent and data are used.
Where should I track Intent classification?
Start in the AI customer support guide and the linked calculators or product pages. MarQet CX is built around this operating problem.