Intents and intent detection

What it is

The customer's goal or purpose behind their message, automatically identified by DG's AI to determine how to handle the conversation.

Why it matters

Intents are the starting point of every automated conversation. They determine which flow DG runs to handle the customer's request.

How it works

When a customer sends a message, DG analyzes the text using AI and classifies it into an intent category (e.g., "Order Status :: Where Is My Order", "Return Questions :: How To Return", "Change Order :: Cancel Order"). Each intent has a confidence score. If DG detects a clear intent, it triggers the corresponding flow. If the message is ambiguous or doesn't match any known intent, it's classified as "DG_OTHER".

In action

• A customer asks "Where's my package?" → DG detects the intent "Order Status :: Where Is My Order" → triggers the order tracking flow
• A customer writes "I want to return this dress" → DG detects "Return Questions :: How To Return" → triggers the returns flow
• A customer says "Can you cancel my order #12345?" → DG detects "Change Order :: Cancel Order" → triggers the cancellation flow

Intents are organized into categories (e.g., Order Status, Return Questions, Change Order) and sub-intents (e.g., Where Is My Order, Missing Items, Order Confirmation Not Received).