Intent Classification
Intent classification is the step that determines what an inbound request is actually asking for, mapping unstructured text to a defined category of work. Accurate classification routes each WorkItem to the right workflow, evidence sources, and policy, making it the foundation of reliable automation.
Synonyms: intent detection, request classification, intent recognition, routing classification
Intent classification answers the first question any automation must resolve: what kind of work is this? By mapping a messy request to a defined intent, the system selects the appropriate extraction fields, evidence sources, and approval policy. Because every later step inherits this decision, classification quality is measured rigorously with evaluation gates and monitored for drift. When confidence is low, a well-designed system routes the ambiguous case to a person rather than guessing, keeping accountability intact at the very start of the workflow.