Intent detection uses NLP to understand the purpose behind customer messages, enabling accurate routing and responses. Common intents: - Order status inquiry (WISMO) - Return/refund request - Product question - Technical support - Billing inquiry - Complaint - Feedback How intent detection works: - Natural language processing - Machine learning models - Training on historical data - Confidence scoring - Continuous learning Applications: - Chatbot routing - Agent assistance - Ticket classification - Auto-responses - Priority assignment - Analytics Best practices: - Train on real customer data - Multiple intent support - Confidence thresholds - Human fallback - Regular model updates