Understanding Customer Complaints with Intent Detection in Conversational AI

In customer service interactions, it is critical to accurately analyze customer complaints and improve operational efficiency. While detecting customer intent is an important method of improving customer experience, existing intent detection models are generally trained on customer reviews, call center conversations, and similar data sources. However, adapting to changing and current conditions and accurately detecting customer intentions in conversational emerge as a significant challenge.This study provides a solid foundation for more effective and context-sensitive chatbot interactions by improving the process of understanding intent in Conversational AI. Our testing shows that our model is effective in real-world customer service scenarios, highlighting the improvements it provides in terms of intent recognition and response automation.