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AUTOMATION AND AI
Intent
Intent, in conversational automation, is the goal behind a customer's message regardless of the exact words: "how much for a facial", "facial price?" and "what do you charge for facials" share one intent. Intent detection uses a language model or a classifier to map free text to a known goal, which then routes to the right flow, answer or team.
keyword triggerai agentescalationfallback message
Why it matters
Keywords catch what customers were told to type; intents catch what they actually say. Routing on intent is what lets one number handle sales, support and bookings without a menu at every turn, and it is what makes multilingual automation possible without a keyword list per language.
In VGraple CRM
The AI response node and the AI chatbot infer intent from the message and the knowledge base to answer or to route; escalation rules act on intents such as complaints. Flows still use keywords and buttons for deterministic paths, and the two are combined in practice: buttons for the common cases, AI for the rest.