Defense & Aerospace — User Intent Classification for Enhanced Interactions

Overview

The purpose of this DAG is to improve user interactions by classifying their intents using data from multiple sources, including CRM and ITSM systems. The data ingestion pipeline begins with collecting user queries, which are then normalized to ensure consistency across different formats. Following normalization, the data undergoes analysis where advanced algorithms determine the underlying user intent. Quality control measures are implemented at various stages to validate the accuracy of intent

The purpose of this DAG is to improve user interactions by classifying their intents using data from multiple sources, including CRM and ITSM systems. The data ingestion pipeline begins with collecting user queries, which are then normalized to ensure consistency across different formats. Following normalization, the data undergoes analysis where advanced algorithms determine the underlying user intent. Quality control measures are implemented at various stages to validate the accuracy of intent classification, ensuring that only high-quality data is processed further. The results of this analysis are exposed through a RESTful API, allowing AI assistants and contact center agents to access the classified intents seamlessly. Key performance indicators (KPIs), such as classification accuracy and response time, are monitored to assess the effectiveness of the classification process. This DAG not only streamlines the interaction process but also provides actionable insights that can lead to improved customer satisfaction and operational efficiency. By leveraging this intent classification, organizations in the Defense & Aerospace industry can enhance their service delivery, ensuring that user queries are addressed promptly and accurately, ultimately driving business value.

Part of the AI Assistants & Contact Center solution for the Defense & Aerospace industry.

Use cases

• Enhances user satisfaction through accurate intent recognition.
• Increases operational efficiency by streamlining query handling.
• Provides actionable insights for continuous improvement.
• Facilitates faster response times in contact centers.
• Supports compliance and reporting requirements in defense operations.