How Contact Centers Use AI-Powered Classification

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Smart case and call routing saves customer relationships.

How contact centers use AI classification technology.

Automatic transaction routing

At-risk customer identification

Agent compliance scoring

Self-serve experiences

Automatic transaction routing

Automatic transaction routing uses AI to direct customer inquiries to the right department. This ensures that each query is handled by the most qualified agent, reducing wait times and improving customer satisfaction.


For contact center operators, this feature addresses the pain of misrouted calls and emails, which can frustrate customers and waste valuable time. By accurately categorizing and routing transactions, it streamlines operations and enhances the overall customer experience.


Agents benefit from this system as it allows them to focus on their areas of expertise. This not only improves their performance but also increases job satisfaction, as they are more likely to resolve issues efficiently and effectively.

At-risk customer identification

Identify at-risk customers with precision. This feature scans interactions to detect signs of dissatisfaction. It helps you address issues before they escalate.


By pinpointing at-risk customers, you can intervene early. This proactive approach reduces churn and builds loyalty. Your customers feel heard and valued.


Agents benefit from clear insights into customer sentiment. They can tailor their responses and provide better support. This leads to higher satisfaction and improved performance.

Agent compliance scoring

Agent compliance scoring ensures your team adheres to best practices. It automatically monitors conversations, scoring agents on their use of approved language. This feature helps you maintain high standards without constant supervision.


By identifying areas where agents may need improvement, it allows for targeted training. This means your team can consistently deliver the quality service your customers expect. It reduces the time supervisors spend on manual reviews, freeing them to focus on more strategic tasks.


Improving agent performance directly impacts customer satisfaction. When agents follow best practices, interactions are smoother and more effective. This leads to quicker resolutions and happier customers, ultimately benefiting your business.

Self-serve experiences

Self-serve experiences allow customers to resolve issues on their own without waiting for an agent. This reduces wait times and increases satisfaction. Customers can access information and solutions quickly, which means they get the help they need when they need it. This feature also frees up agents to handle more complex inquiries, improving overall efficiency.

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