Automatic tabulation of voice assistant and text

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.