Inquiries cleverly analyzed -
Your customer inquiries are automatically analyzed and categorized with ReplyAnalytics. This creates a perfect basis for further processing.
The first step to the best customer service
Categorizing your customer inquiries
ReplyAnalytics is the perfect module to categorize incoming requests. The first step to the best customer service starts with getting the AI in top shape through targeted training. Text examples from real customer inquiries build the basis of the training in order to develop a category model. This allows to categorize and directly assign new, unknown texts from inquiries to the correct topic. In addition, the sorting shows the confidence with which the AI correctly classifies the queries.
THE REPLYONE WORKFLOW
From categorizing to intelligent answers
It all starts in the ReplyHub multi-channel center. This is where all customer inquiries come in, regardless of which input channel they are sent through.
In the next step, the magic of the workflow starts. ReplyAnalytics automatically analyzes and categorizes all incoming texts based on AI.
Already at this point of the workflow, the categories of topics are determined. Now you know whether you have orders, invoices, complaints, general questions or other inquiries. Additionally, confidence values are assigned to the analyzed documents. In this way, you can see from the percentages listed how confident ReplyOne is in determining the category.
At this stage, directly suitable suggested answers are identified. Even if a request contains several questions or topics, this is no problem for ReplyOne. The software suggests answers for all identified categories. Thus, multi-topic requests are no problem.
What's the use?
Your advantages with the ReplyOne categorization
High recognition rate
Accurate topic detection
The Artificial Intelligence in ReplyOne is optimized for small to medium-sized texts. Ideal for e-mails, letters, social media and chat messages.
Optimized learning data
Making optimal use of CATEGORIZATION
Improve topic recognition in customer service
- ReplyOne is unique: while most systems need more than 500 learning data to create categories, ReplyOne only needs up to 40 documents.
- ReplyOne never stops learning: Generate your learning data yourself. Based on the answers of your employees from the daily business, you can recreate needed categories.