---
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]]