Analytics-based text routing allows you to automatically route incoming text interactions based on dataset, sentiment
Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript., frustration, language, priority, or any combination of these factors. The Snippet Studio action can be configured with a script that sends text to the CXone Analytics-Based Text Routing service, where the content of the text is analyzed and annotated, and then routed to an appropriate agent based on the information provided by the service.
The types of routing supported are:
- Term routing: Analyzes content to determine the dataset being discussed and routes according to your company-specific terms.
- Category routing: Analyzes content to determine the dataset being discussed and routes according to your custom category rules.
- Priority routing: Analyzes content to classify an interaction as “priority” or “non-priority”.
- Overall sentiment routing: Uses sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis to classify an interaction into four cases: negative, mixed, neutral, and positive.
- End of interaction sentiment routing: Uses sentiment at the end of an interaction to classify it into four cases: negative, mixed, neutral, and positive.
- Frustration routing: Uses frustration Different from negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative. analysis on the contact side to classify an interaction as "frustrated".
- Language ID routing: Analyzes and identifies the language of the text.
- Combination routing: Routes on any combination of the other factors.
Term Routing
Interactions can be routed based on the actual product or service mentioned in the text to an agent with the appropriate skill to handle the interaction.
The routing service analyzes the incoming text, identifies the dataset discussed, and returns an annotation of the dataset, such as “Billing Inquiry”.
Category Routing
Interactions can be routed according to your custom category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. rules. The category rules can use the custom company profile terms or they can use regular keywords. The routing service analyzes the incoming text, identifies keywords, and routes the interaction to an agent with the appropriate skill set.
Priority Routing
Interactions from extremely dissatisfied customers can be flagged for priority routing to specially skilled or more senior agents for handling.
The service analyzes the text and uses criteria like extremely negative sentiment, requests for escalation, risk factors (threats to sue and other items that indicate hazard), cursing, and so on, to assign a contact priority.
Overall Sentiment Routing
You can send positive interactions, which are easier to handle, to new or inexperienced agents, and send more sensitive interactions to experienced agents.
The service analyzes the entire interaction and identifies the prevailing overall sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. for the document, which can then be used for routing. The sentiment can be either positive, negative, neutral, or mixed.
End-of-Interaction Sentiment Routing
You can send positive interactions, which are easier to handle, to new or inexperienced agents, and send more sensitive interactions to experienced agents.
The service analyzes the end of the interaction and identifies the sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. detected for the end of the document, which can then be used for routing. The sentiment can be either positive, negative, or neutral. End sentiment is determined by the last 30% of an interaction. End sentiment cannot be mixed.
Frustration Routing
Interactions from frustrated Different from negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative. contacts can be marked as frustrated so you can route them to agents who can handle those contacts best.
The service analyzes the text on the contact's side for language that indicates frustration and not simply negative sentiment. When frustrated language is detected, the interaction is flagged as "frustrated".
Language ID Routing
Interactions can be routed to an agent with an appropriate language skill.
The service can analyze the interaction and identify the text language, which can then be used for routing.