Last Updated on May 27, 2025 by Holland Rocha
Understanding what your customers need is key to great support. At Re:amaze, our Intents feature has always helped you automatically categorize incoming messages, making your support operations smoother.
Now we’re excited to announce a significant upgrade: the new Re:amaze AI Intents are now powered by Artificial Intelligence (AI). This brings a new level of accuracy and efficiency to how you understand and respond to customer conversations.
Intents: From Machine Learning to AI
An “intent” is simply the main goal or purpose of a customer’s message. It’s the “why” behind their inquiry, like a “Refund Request” or a “Shipping Update.” Identifying these quickly helps you direct conversations to the right place and solve problems faster.
How Intents Used to Work (Our Machine Learning Phase):
Before this update, Intents used a machine learning (ML) model to classify messages. It was effective, but it had a specific way of learning:
- You’d create your intents (e.g., “Product Inquiry,” “Billing Question”).
- To help the system learn, you would provide at least 30 examples of messages for each intent. This was how the ML model learned to recognize patterns.
- Once it learned, it would try to match new messages to those patterns, allowing you to automate actions through Re:amaze Workflows.
This ML approach was a solid foundation, helping many businesses automate their support. However, its ability to understand varied phrasing was limited to the examples it had seen.
The AI Advantage: A New Level of Understanding
Now, Re:amaze Intents leverage advanced Artificial Intelligence. This isn’t just a small tweak; it fundamentally changes how our system understands customer messages behind the scenes.
Here’s what the new AI brings to the table:
- Deeper Understanding: The AI can grasp the meaning and context of a message, even if the exact words haven’t been seen before. This allows it to make much more accurate predictions.
- Less Data, More Smart: You won’t need to provide as many examples to get excellent results. The AI is smarter at generalizing from fewer data points, making it more efficient and robust.
- Handles Nuance Better: The AI is much more adept at understanding variations in language, slang, or even typos. This means higher accuracy and less need for constant adjustments to your intent models.
- Smarter Automation: With more reliable intent detection, your Re:amaze Workflows become even more powerful. You can automate more precise actions with higher confidence, leading to truly intelligent support.
What This Means for Your Support Team (No Action Required!)
The upgrade to AI-powered Intents provides tangible benefits for your business, and here’s the best part:
You don’t need to do anything differently to take advantage of this upgrade.
- Your existing Intents will automatically benefit from the new AI engine. You don’t need to go back and adjust anything you’ve already set up.
- Building new Intents works exactly the same way. You’ll still define your intents and provide examples as you always have. The difference is, the system will now be powered by more intelligent AI in the background, making it even more effective.
This means you get:
- Faster Triage: Automatically identify urgent issues or common questions with greater accuracy, directing them to the right team or agent instantly.
- Boosted Agent Efficiency: Agents get conversations pre-categorized, giving them immediate context. They can jump straight to solving the customer’s problem without spending time figuring out the message’s intent.
- More Powerful Workflows: Set up automations with confidence, knowing the AI is reliably identifying intents. Automatically tag conversations, assign them to specific teams, send automated responses, or escalate issues.
- Richer Customer Insights: More accurate intent data gives you better insights into what your customers are asking about most, helping you identify trends and improve your products or services.
Re:amaze Intents have always been designed to streamline your support. With AI now at their core, they’re becoming an indispensable tool for understanding customer needs faster and more accurately than ever before. This means less manual work, more precise automation, and ultimately, a better experience for both your customers and your support team.