Development of AI IVR Caller Intent Recognition System
Precise classification of request from one-two phrases in first seconds of call. High accuracy routing (>90%) is key to AI-IVR effectiveness.
Multi-Level Intent Classification
- Primary intent: main category
- Secondary intent: subcategory
- Entities: extracted data (order ID, product name)
- Confidence: classification confidence
Intent Taxonomy
Example for telecom:
- Billing: invoice, payment, debt, tariff change
- Technical: no internet, slow speed, equipment
- Contract: new connection, cancellation, address change
Handling Ambiguous Intents
When confidence <75%:
- Ask clarification question
- Re-classify on new input
- Route with sufficient confidence
Testing and Monitoring
Target accuracy: ≥90% on test set. Continuously monitor real production accuracy.
Timeline: intent classifier + testing — 2–3 weeks. Full IVR integration — 4–6 weeks.