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wiki/concepts/Intent-Classification.md

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+---
+title: "Intent Classification"
+type: concept
+tags: []
+sources: []
+---
+
+# Intent Classification
+
+## Definition
+
+AI 自动识别客户消息的意图（Purpose / Goal），将非结构化自然语言映射为预定义的分类标签，从而触发对应的处理策略和回复逻辑。
+
+## Common Intent Categories
+
+| Intent | Trigger Keywords | Handling Strategy |
+|--------|-----------------|-------------------|
+| **FAQ** | "how much", "do you offer", "what is" | 从知识库检索答案并回复 |
+| **Appointment** | "book", "schedule", "available", "reservation" | 检查可用性并确认预约 |
+| **Complaint** | "frustrated", "refund", "terrible", "problem" | 标记人工审核 + 确认收到 |
+| **Review** | "google review", "rating", "stars" | 感谢反馈 + 回应问题 |
+| **Order Status** | "where is my order", "tracking", "delivery" | 查询系统返回状态 |
+
+## Implementation
+
+Intent Classification 通常通过 LLM 的 Function Calling 或 Prompt Engineering 实现：
+
+```
+User Message → LLM Intent Classification → Match Intent to Handler → Generate Response
+```
+
+在 [[OpenClaw]] 中通过 AGENTS.md 配置 `Classify intent` 步骤实现。
+
+## Related Concepts
+
+- [[Unified-Inbox]]：意图分类应用于统一收件箱中的每条消息
+- [[Business-Knowledge-Base]]：FAQ 意图依赖知识库检索
+- [[Human-Handoff]]：投诉意图触发人工升级
+
+## Sources
+
+- [[multi-channel-customer-service]]