Phase 3 — Intent Design (Intents 2–6) + Master Taxonomy

Template established in intent_leave_request_info.md. This document: (1) defines the master taxonomy showing how all 6 intents relate as a system (2) covers intents 2–6 in compressed format — same structure, less prose

Part A — Master Intent Taxonomy

A.1 System overview

Six intents form a coherent system. Shared: SSO user context, language detection, confidence-based routing, knowledge grounding, handoff protocol. Differs: data requirements (static policy vs dynamic SF), user segment (employee / manager / system), and sensitivity (FAQ / transactional / grievance).

A.2 Routing diagram

graph TB
    User[User input] --> NLU[Intent classification + entity extraction]
    NLU --> Crisis{Crisis keyword?}
    Crisis -->|Yes| CP[Crisis protocol — immediate resource + on-call HR]
    Crisis -->|No| Griev{Grievance keyword?}
    Griev -->|Yes| HO[handoff_to_human — priority High]
    Griev -->|No| Conf{Confidence ≥ 70%?}
    Conf -->|No| Clarify[Clarifier max 2 attempts]
    Clarify -->|Resolved| NLU
    Clarify -->|2 failures| HO
    Conf -->|Yes| Route{Route by intent}

    Route --> I1[1. leave_request_info<br/>informational]
    Route --> I2[2. leave_balance_check<br/>data-driven / SF-dependent]
    Route --> I3[3. payslip_access<br/>instructional]
    Route --> I4[4. benefits_policy<br/>knowledge-heavy]
    Route --> I5[5. policy_lookup<br/>widest — catch-all]
    Route --> I6[6. handoff_to_human<br/>meta / escalation]

    I1 --> Ans[Answer + source citation]
    I2 --> Ans
    I3 --> Ans
    I4 --> Ans
    I5 --> Ans
    I6 --> HO

    Ans --> CSAT[CSAT prompt]
    HO --> Package[Handoff to HR Teams with full context + priority flag]

A.3 Intent cross-link matrix

What cross-referrals happen between intents (quick-reply suggestions).

From / To	leave_req	leave_bal	payslip	benefits	policy	handoff
leave_req	—	✓	—	—	possible (sick leave)	on grievance
leave_bal	✓	—	—	—	—	on dispute
payslip	—	—	—	possible (benefits shown)	—	on amount dispute
benefits	possible (parental)	—	—	—	possible	on tax dispute
policy	possible (leave rules)	—	—	possible	—	on grievance
handoff	N/A	N/A	N/A	N/A	N/A	—

A.4 Shared design standards (applies to all intents)

Language detected at turn 1, maintained across session (user can override mid-conversation)
Every factual answer cites source policy document with version number
User can end conversation at any turn; CSAT prompt fires on end
"Talk to HR" always available as an escape
Confidence threshold: ≥70% act / 50–69% clarifier / <50% clarifier immediately
No hallucination: if knowledge base returns nothing → handoff, never fabricate

A.5 Classifier priority order

When NLU evaluates utterance, matching attempted in this order. Prevents policy_lookup (widest intent) from shadowing specific intents.