Axon
Identify, classify, and route every customer request to exactly the right place — instantly.
## What is Axon?
In biology, an axon is the part of a nerve cell that transmits signals to exactly where they need to go. We named our engine after it for the same reason: Axon identifies, classifies, and tags every customer request to help you route it to the right place, instantly.
## Axon's vision
Our vision for Axon is a triage layer for B2B growth. It understands and classifies your incoming emails and CRM cases, enabling you to fire each request to the right expert — and flags what's important, whether that's a high-margin quote, a VIP customer, or a churn risk.
## Capabilities
**Real-time learning** — Axon introduces real-time learning capabilities that ensure your intent model continuously improves based on your guided interactions, so classification accuracy gets better over time at supercharged speeds.
**Flexibility** — Make your intent structure suit your business. Create and train custom intents, giving you flexibility beyond our standard intent list. Organise intents into categories and subcategories that match how your business actually works. Drag, drop, and train intents to rearrange and rename to fit your terminology.
**Empowering your team** — Administrators can configure intent logic directly, without waiting on our team for adjustments.
## The intent tree
Axon organizes intents into a three-level hierarchy:
1. **Categories** — the top level (e.g., Document, Request, Provision, Other).
2. **Subcategories** — groups within a category (e.g., under Request: Orders, Quotes, Adjustments).
3. **Intents** — the specific classifications (e.g., Simple Order, Product Quote, Order Adjustment).
The **Active intent tree** tab shows all your currently active intents with their hierarchy, along with counts for subcategories and intents at each level.
## Searching and filtering
Use the search bar at the top of Axon to find any category, subcategory, or intent by name. The filter button next to the search bar lets you narrow the view further.
## Active vs. deactivated intents
Axon has two tabs:
* **Active intent tree** — all currently active intents, organized in their hierarchy. This is what the platform uses for classification.
* **Deactivated intents** — intents that have been turned off. They no longer appear in the classification dropdown for new requests, but historical requests classified under these intents retain their labels.
## Included vs. Axon Premium
| Functionality | Included | Premium |
| -------------------------------------------------------------------------- | :------: | :-----: |
| Rename intents to match your business terminology | ✓ | ✓ |
| Add, edit, and delete categories and subcategories | ✓ | ✓ |
| Move intents between categories and subcategories via drag and drop | ✓ | ✓ |
| Deactivate and reactivate intents | ✓ | ✓ |
| Standard model improvements via normal upgrade cycle | ✓ | ✓ |
| Real-time customer-specific learning from every intent interaction in Flow | | ✓ |
| Create custom intents specific to your business | | ✓ |
| Edit and refine standard intent instruction prompts | | ✓ |
| Link training data from Workstation to Axon to train intents | | ✓ |
Axon's standard capabilities follow our normal model upgrade cycle — your experience improves automatically with each update. With Premium, you take ownership of your classification strategy, enabling real-time learning and intent instruction optimisation so first-time-right accuracy improves with every email your team processes.