Email Intent Classifier Confusion Matrix

An email-intent classifier sends customer messages to Order, Return, Shipping or Account queues. The matrix shows correct assignments on its diagonal and the cross-queue errors around it. For example, Return messages sent to Order may indicate ambiguous wording or an unclear intent definition. This view helps an automation team decide where human review remains necessary. It should be refreshed after policy changes or new product launches because the language customers use can change. The values are counts, not percentages, so reviewers should also consider the total volume for each row before declaring one class better than another.