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Allow managing/deleting/including words in Omnichannel's Sentiment Analysis feature


Currently, Omnichannel's artificial intelligence, Sentiment Analysis, which analyzes the customer's sentiment during the conversation, does not allow removing or including words that the company understands need some alteration. For example: in an insurance company, the word "claim" is often u...

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Category: Customer Service Insights - AI (8)

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Option to use SLA in days, not just hours


Many companies use the SLA informed to the customer in days, not just hours. Internal areas, when resolving an incident, for example, also need to have the option of choosing an SLA in days. Without this option, the only way is to create a custom SLA calculation.

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Category: Service Scheduling (37)

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