In depth
Intent routing is what turns a single chatbot into a team of specialists. When a shopper sends a message, the system classifies it. Is this a product question? A returns inquiry? An order-status check? A complaint? It then forwards the conversation context to the agent best suited for that intent. Emporiqa runs intent routing on every shopper turn: a fast small language model classifies the intent in milliseconds, then the conversation is handed to the product expert (for sales, recommendations, objection handling), the customer-support agent (for shipping, returns, policies), the order-tracking handler (when an order number is mentioned), or the human-handoff queue (when confidence is low). The shopper sees one continuous chat; behind the scenes, the right specialist handles each turn. This is what makes a chatbot feel like a real online salesperson: context-aware, never confused between use cases.
See also