This action is used to predict the intent of an e-commerce customer request.
To see the list of all supported intents, click here.
The Hieararchy AI model
This action implements a hierarchy architecture that goes through 2 layers of AI Models. The first model will predict the general category of the request (returns, quality issue, miscellaneous, account...) and the second AI model will predict the intent, a more granular prediction.
Sometimes, the AI will not be confident enough to predict a category or an intent.
Preprocessing & Language Detection
the AI will automatically detect the language of the message and will clean the input customer message from any particular formatting (Email chains, HTML, URLs, special characters...) so you don't have to do it in the flow before using the action.
|Predicted intent in the format "Category :: Intent", if AI was not confident enough to predict an intent, this field will display Category
|True / False
|True / False
|Predicted language code, ISO 639-1 format (en, fr, nl...)
|Message after AI preprocessing
|True / False, whether API call was successful or not
|REST API status code, success is 200
|Tag of the predicted intent that you can add on the ticket
|The AI too can be confused sometimes, this is a second high probability prediction. It doesn't appear often but you can use this one for messages with multiple requests for example
|Tag of intent2
|Insights of the prediction with preprocessing steps
Updated 3 months ago