💭 Understanding Intent Classification

A pivotal aspect of navigating the complexities of CX through AI automation is intent classification, the process by which Siena identifies and responds to customer inquiries. Understanding why Siena may initially pick the wrong intent helps us appreciate the importance of expanding intent categories and refining our automation strategies. This article delves into the mechanics of intent classification within Siena, illustrating why expanding the system's capabilities is crucial for achieving higher accuracy in customer service interactions.

The Journey of Intent Classification

At the heart of Siena's CX automation is intent classification. This process enables Siena to parse customer messages, identify the underlying request, and provide the most relevant response. When Siena operates with a limited number of intents—say, one or two—it's like asking an intelligent system to fit a wide array of queries into one of two very small boxes. In such cases, Siena does its best to choose the intent that seems closest to the query at hand.

Initial Limitations and Normal Misclassifications

In the early stages of deploying Siena, encountering some level of misclassification is expected. Operating with only an initial batch of intents means Siena's ability to accurately match customer inquiries with the correct intent is naturally limited. During this phase, the system uses the information available to make the best possible match, which may not always be entirely accurate. 

Here's an example of an intent misclassification:

And here's an example where Siena correctly identified the intent:

Understanding Siena's Decision-Making Process

Siena is capable of predicting multiple intents from a single customer message. The system analyzes the context of the customer's message, scans through the active automations in the library, and then selects the most relevant one. In the past, we used minimum threshold or confidence scores when choosing the intents. However, we decided to shift to boolean values (true/false) instead, as it would make more sense with the current AI model we're using.

The Path to Improved Accuracy

The key to enhancing Siena's precision in intent classification lies in expanding the pool of recognized intents and incorporating more data. With a broader spectrum of intents, Siena can make more nuanced distinctions between customer inquiries. This expansion not only reduces the likelihood of misclassification but also enables Siena to tailor responses more accurately to the specific needs of each customer.

Creating Specific Automations

Developing targeted automations for distinct types of inquiries, such as differentiating between return and exchange requests, further refines Siena's ability to classify intents accurately. This tailored approach allows for a more granular adjustment of automation strategies, enhancing the system's responsiveness and relevance.

Best Practices for Refining Intent Classification

• Expand Intent Categories: Continually broaden the range of intents Siena can recognize to cover a wider array of customer inquiries.
• Adjust Automation Strategies: Tailor automation rules to address specific types of requests, improving Siena's precision in identifying the correct intent.
• Leverage Customer Feedback: Utilize insights from customer interactions to identify gaps in intent classification and to refine existing intents.

As Siena evolves, the system's ability to classify customer intents with high accuracy improves, enhancing the overall effectiveness of AI-powered customer service. By expanding the pool of intents and refining our approach to automation, we move closer to achieving seamless, accurate interactions that meet customers' needs precisely. The initial phase of encountering misclassifications is a natural step in the process of refining Siena's capabilities.

Should you need further assistance in optimizing your AI CX automation or wish to learn more about implementing effective intent classification strategies, our Customer Success team is ready to support you!