Intent detection is the process of classifying a caller’s goal during a conversation using speech-to-text and language signals, often combined with context like IVR selections, account status, and recent interactions. It assigns one or more intent labels (and sometimes confidence scores) to parts of a call or to the call overall.
Operationally, intent detection matters because it turns unstructured conversations into actionable categories that can drive routing, agent guidance, and self-service containment. When intents are identified early and accurately, customers reach the right team faster and agents can follow the correct workflow.
It also supports reporting and quality work by showing which intents drive volume, handle time, transfers, repeat contacts, and escalations. Leaders can use intent trends to prioritize process fixes, update knowledge content, and adjust staffing for the types of calls actually coming in.
