Automate the classification of voice and text interactions, recording the reason, sub-reason and result of the interaction in the operation's systems, without the need for manual action.
Scope
Automatic identification of intent, motive and outcome (voice via transcription, direct text).
Tabulation rules configurable by customer, campaign or queue.
Tabulation sent to CRM, dialer or service platform via Agent
Simple dashboard with distribution of reasons and hit rate.
Possibility of manual correction to improve the model.
Objective
Standardize and automate tabulation across all channels, reducing post-service and ensuring consistent operational data.
