What are they?
The Pathlight CI Custom Tags feature are labels designed to categorize conversations according to specific criteria. They're implemented based on company-specific criteria, allowing you to keep track of the most relevant issues that face your team.
How does it work?
We ask the model if a configured tag applies to a specific conversation. Based on its response, we attach tags to the appropriate conversations and allow you to use these criteria for categorization and filtering.
Benefits of the Feature:
Custom tags do more than label conversations. They empower your organization to:
- Quickly Identify Themes: Use tags to filter conversations and spot recurring topics or concerns easily. This is done automatically without user intervention, saving agent time and improving accuracy and reliability.
- Monitor Issue Frequency: Track how often specific subjects arise, helping you to prioritize areas requiring attention.
- Enhance the Customer Experience: By recognizing and responding to trending issues promptly, you ensure that your organization stays in tune with customer needs, leading to a smoother, more responsive customer experience.
If you are an Administrator and want to learn how to customize tags, click here.
We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.