Keyword and Sentiment Routing

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LISTEN TO WHAT CUSTOMERS ARE SAYING

Bright Pattern utilizes IBM Watson’s Natural Language Understanding (NLU) technology to learn from topics of conversation in email and chat interactions. Not only does our contact center solution identify and analyze your customers’ keywords and sentiment values, but it attaches priorities to certain keywords and escalates interactions of specific sentiments to the next level in your call center.

 

ROUTE AND PRIORITIZE INTERACTIONS

NLU helps your contact center analyze and plan for how to handle every type of customer interaction, even the most challenging ones. Messages with hot-button words such as “problem” or “help” or “worst,” for example, can trigger the messages to be routed to specific agents or teams who are the highest skilled to handle them. Likewise, messages with the angry sentiment, can be given a higher priority and faster resolution than other messages. Interactions in which the customer seems satisfied and uses keywords such as “thank you!” or “great,” for example, may trigger a very different type of response, such as a follow-up for a survey.

 

BE PREPARED FOR SELECT KEYWORDS AND EMOTIONS

Contact center administrators can configure sentiment analysis on a per-service basis, allowing incoming email texts, for example, to be submitted to the sentiment analysis provider, which stores the result as a sentiment attribute for corresponding emails. For example, an admin could specify the word “unsubscribe” as a keyword to watch out for, and the system would automatically attach a negative-type sentiment attribute to the email, displaying it on Agent Desktop as a smiley-type emoji next to the email item in queue.

 

HIGHLIGHTS

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LEARN MORE ABOUT EMAIL HANDLING

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Using the email service queue, messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull

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The time remaining before a service level commitment is breached is used to prioritize messages in the queue

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Keywords and sentiment values extracted by Natural Language Understanding could be used to route and prioritize messages

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Each message is kept in a case—a virtual folder that is automatically created and updated—with the history of all communications with all related parties, irrespective of channel

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Agents can mark replied-to cases for follow-up, and return to them at a later date to prod unresponsive parties or update customers of new developments

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A built-in Knowledge Base helps maintain training levels and consistency of replies. Knowledge Base supports full text search, use frequency, and content import and export

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BRIGHT PATTERN CALL CENTER SOFTWARE

The choice of enterprises of all sizes and across various industries

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