43 lines
1.5 KiB
Markdown
43 lines
1.5 KiB
Markdown
---
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title: "Intent Classification"
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type: concept
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tags: []
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sources: []
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---
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# Intent Classification
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## Definition
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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。
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## Common Intent Categories
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| Intent | Trigger Keywords | Handling Strategy |
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|--------|-----------------|-------------------|
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| **FAQ** | "how much", "do you offer", "what is" | 从知识库检索答案并回复 |
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| **Appointment** | "book", "schedule", "available", "reservation" | 检查可用性并确认预约 |
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| **Complaint** | "frustrated", "refund", "terrible", "problem" | 标记人工审核 + 确认收到 |
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| **Review** | "google review", "rating", "stars" | 感谢反馈 + 回应问题 |
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| **Order Status** | "where is my order", "tracking", "delivery" | 查询系统返回状态 |
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## Implementation
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Intent Classification 通常通过 LLM 的 Function Calling 或 Prompt Engineering 实现：
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```
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User Message → LLM Intent Classification → Match Intent to Handler → Generate Response
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```
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在 [[OpenClaw]] 中通过 AGENTS.md 配置 `Classify intent` 步骤实现。
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## Related Concepts
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- [[Unified-Inbox]]：意图分类应用于统一收件箱中的每条消息
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- [[Business-Knowledge-Base]]：FAQ 意图依赖知识库检索
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- [[Human-Handoff]]：投诉意图触发人工升级
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## Sources
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- [[multi-channel-customer-service]]
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