We struggled in the past with tagging. Some of the issues we faced were based on human error - several agents were tagging the same conversation and would not always use the same tag. This then in turn, leads to the tag bloat. For us tagging is important for product insight, but also for identifying the topics we spent most time on and trying to either apply some proactive support/deflection measure for these topics. In the end, we started using IrisAgent to automatically tag our conversations. We’ve found this really beneficial and our product team loves it too. @supportdriven slack channel
Our support agents have been happy with IrisAgent’s impact on their daily work. They’ve been especially impressed with the platform’s ability to automate tagging —an area our support team was especially eager to improve—and I value the added insight into our customer’s overall health IrisAgent provides.
IrisAgent helped us get started on the AI journey by automating many mundane tasks of our support team and improving their productivity. We automated tagging for multiple fields right off the gate, then proceeded to automate ticket routing and AI-powered Agent Assist. Using IrisAgent’s integrations, we also got visibility into our escalations and customer health signals proactively.