Intent-Based Routing

This example demonstrates how to build an intent-based routing system that automatically classifies user queries and routes them to specialized workflow branches for optimal handling.

Example Workflow

Here's an example of an intent-based routing workflow that classifies and routes conversations:

Key Features

• Intent Classification: Automatically identify user intent from natural language queries
• Smart Routing: Route conversations to specialized workflow branches based on intent
• Multiple Branches: Handle different intents with dedicated processing paths
• Fallback Handling: Manage unclear or unclassified intents gracefully
• Confidence Scoring: Use confidence thresholds to ensure accurate routing

Workflow Components

1. QueryNode: Captures user queries and questions
2. IntentClassificationNode: Analyzes the query to determine user intent
3. ConditionalNode: Routes the conversation based on classified intent
4. Specialized Branches: Different workflow paths for each intent type:
   • Billing inquiries → Billing support workflow
   • Technical issues → Technical support workflow
   • Product questions → Sales/product information workflow
   • General questions → General FAQ workflow
5. ResponseNode: Returns the appropriate response from the selected branch

Use Cases

• Route customer support inquiries to appropriate departments
• Direct user queries to specialized knowledge bases
• Handle different types of requests with optimized workflows
• Scale support operations by automating routing decisions
• Improve response accuracy by using specialized processing paths

Configuration Tips

Intent Classification Setup:
  - Define intent categories (billing, support, sales, etc.)
  - Configure classification model or rules
  - Set confidence thresholds for routing

Intent Categories Example:
  - billing: Payment, subscription, refund questions
  - support: Technical issues, troubleshooting
  - sales: Product information, pricing, features
  - general: FAQs, general inquiries

Conditional Routing:
  - Map intents to workflow branches
  - Configure fallback behavior
  - Handle edge cases and ambiguous queries

Branch Configuration:
  - Each branch can have specialized nodes
  - Use appropriate knowledge bases per branch
  - Configure branch-specific prompts

Best Practices

• Start with a small set of well-defined intent categories
• Use training examples to improve classification accuracy
• Set appropriate confidence thresholds to avoid misrouting
• Implement a fallback branch for unclear intents
• Monitor and refine intent categories based on real usage
• Test routing logic with diverse query types