We struggled in the past with tagging. Some of the issues we faced were based on human error - several agents tagging the same conversation will 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 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 AI tool to automatically tag our conversations. We’ve found this really beneficial and our product team love in too. We use IrisAgent. @supportdriven slack channel

Hilary Lawrence

Customer Support Operations Manager