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AI Assistant
AI Intent Clustering
Automatically categorise conversations by intent and explore trends in the AI Insights dashboard.
AI Intent Clustering
Winora classifies every incoming conversation into one of nine intent categories using AI.
Intent categories
| Intent | Typical messages |
|---|---|
| Billing | Invoice questions, refund requests, payment issues |
| Technical Support | How-to questions, troubleshooting |
| Bug Report | Something is broken or not working |
| Feature Request | Asking for new functionality |
| General Inquiry | Questions that don't fit other categories |
| Complaint | Expressions of dissatisfaction |
| Cancellation | Requesting to cancel or downgrade |
| Onboarding | New user questions, setup help |
| Other | Anything else |
AI Insights dashboard
Go to AI Insights in the sidebar to see:
- Intent distribution bar chart
- Daily trend lines for the top 5 intents
- Conversation browser filterable by intent, sentiment, and priority
Use cases
- Route conversations to specialist teams by intent using Automations.
- Identify which intent categories have the longest resolution times.
- Spot spikes in Complaint or Bug Report intents before they escalate.