AI意圖辨識技術是對話式AI中很重要的組成部分，通俗點來說就是一種可以辨識使用者在對話中表達的意圖的技術。透過對大量資料的分析和學習，AI可以理解使用者想要獲得的訊息，並根據這些資訊來採取相應的行動或提供相應的回應。而在對話式AI中，就可以更精準地回答並解決使用者的問題，或幫助使用者定位到所需的資訊。
AI意圖辨識的強大在於它的推理能力，只需要給他們大量的數據就可以將數據進行分析。不僅如此，AI還可以發現資料中的模式和規律，並將這些模式和規律應用到新的資料中。這使得AI能夠更好地理解和處理複雜的問題，並提供更準確的預測和建議。幫助企業有效率、精準地處理和解析複雜的數據，提高工作效率和準確性。同時，也可以幫助企業自動辨識和分析客戶需求，提供更個人化的推薦服務。
應用場景
在智慧客服系統中，AI意圖識別技術可以幫助客服機器人理解使用者的問題，並提供相應的解決方案。例如，當使用者詢問關於產品的資訊時，AI意圖識別可以根據使用者問題中所提及的關鍵字資訊來幫助客服機器人理解使用者的意圖，並提供相應的產品資訊。或者當使用者詢問如何更改密碼時，AI意圖識別可以精準地提供相應的步驟和指導。
在智慧行銷系統中，AI意圖識別技術可以幫助企業更好地理解客戶需求和行為，從而製定更有效的行銷策略和銷售計劃。例如當使用者在網站上瀏覽產品時，AI意圖識別可以幫助企業理解使用者的需求，並根據使用者的行為提供相應的產品推薦和優惠資訊。
SaleSmartly中的AI意圖識別
在SaleSmartly選單列【機器人】-自動化流程中新增AI訪客意圖辨識觸發器，這個功能是全通路通用的（包括線上聊天（LiveChat）、WhatsApp、Facebook Messenger、Instagram、Telegram、Email、Wechat、LINE這些渠道）。這項技術主要是基於OpenAI的ChatCPT-4.0。
企業可提前輸入客戶可能發送的訊息內容。在後續的實際對話中，若客戶發送類似訊息，AI大模型將會自動辨識出來，並自動回答先前設定好的資訊。如下圖所示，我們可以提前在SaleSmartly系統中設置好“衣服怎麼買”“衣服多少錢”“衣服什麼材質”“郵寄方式/寄送方式”“衣服防水防風嗎”等問題，並且設置好相應的答覆。當客戶在實際詢問的時候，只要提到和這些內容類似的，例如「衣服現在怎麼賣」這些問題，系統就會把預設的答案寄給客戶。
在實際的運用中，我們可以根據自家產品的內容和一些客戶常問的問題來設置，盡量把經常出現的話術都設置到SaleSmartly自動化系統中去。不僅可以提升客戶溝通的效率，還可以減少人工客服的工作量。
總結
除此之外，AI意圖識別還可以應用於其他場景，例如智慧導航、智慧推薦、智慧搜尋等。 AI作為一個有推理能力的工具，它可以幫助我們更好地理解和處理複雜的問題，優化我們的決策。 Salesmartly則是藉助了AI的推理能力來更好地服務客戶，幫助企業提高客戶滿意度和提高工作效率。
延伸閲讀
SaleSmartly正式獲得資訊安全服務資格認證（簡稱CCRC）
SaleSmartly榮獲ISO/IEC 27701隱私權資訊管理系統認證
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