System, method, and computer program for automatic management of intent classification

Abstract

A system, method, and computer program product are provided for automatic management of intent classification. In operation, an intent classification system identifies a conversation including a plurality of utterances for which to identify intent of a user associated with the plurality of utterances. The intent classification system identifies one or more actions performed in association with the plurality of utterances. Further, the intent classification system correlates at least one of the one or more actions to at least one of the plurality of utterances based on which of the one or more actions were performed as a result of the plurality of utterances. The intent classification system automatically determines an intent of the user based on the correlation of the at least one of the one or more actions to the at least one of the plurality of utterances. Additionally, the intent classification system stores an indication of the intent based on the at least one of the plurality of utterances. Moreover, the intent classification system associates one or more specific actions with the indication of intent such that subsequent utterances are capable of being used by the intent classification system to automatically identify an intent of one or more users and to automatically identify specific actions that should be performed based on the automatically identified intent of the one or more users.