Categorize inquiries
Inquiries cleverly analyzed -
topic detected
Your customer inquiries are automatically analyzed and categorized with ReplyAnalytics. This provides you with a perfect basis for further processing and revolutionizes your digital customer service.
The first step to the best customer service
Categorizing your customer inquiries
ReplyAnalytics is the perfect module for categorizing incoming requests. The first step towards the best and most automated customer service begins with getting the AI in top form through targeted training. Text examples from real customer inquiries form the basis of the training in order to develop a category model. This allows new, unknown texts from inquiries to be categorized and assigned directly to the correct topic. In addition, the sorting shows the confidence with which the AI categorizes the queries correctly.
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 begins. ReplyAnalytics automatically analyzes and categorizes all incoming texts based on AI. The start of automated customer communication.
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.
REPLYONE Quickguide
Service case:
Tariff change request
answer automatically
Our AI-based contact center software handles tariff change requests effortlessly. ReplyOne analyzes emails, provides suitable answers and transfers tariff changes directly to the CRM. Efficient customer service without manual effort!
What's the use?
Your advantages with the ReplyOne categorization
Within seconds
High recognition rate
Accurate topic detection
The artificial intelligence in ReplyOne is optimized for small to medium-sized texts. This makes it perfect for emails, letters and chat messages.
Multilingual
OCR
Spelling
Optimized learning data
Speech-to-text
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.
REPLYONE Quickguide
Service case:
Simply answer a request for a copy of the invoice
You can easily automate standard requests for copies of invoices with our ReplyOne call center software. Precise categorization, predefined text modules and the appropriate document make answering a breeze.
