HiLite FAQs

Non-English Language Support

We support other languages, but don't have it available as a self-service option. Drop us a note with the language you're looking for and the tags you'd want! 

Call Transcripts

We can also process and classify your call recordings, for example if you create a Zendesk ticket for each call with a link to the recording. Please reach out to discuss transcription pricing and any additional QA goals.

Custom Categories

Yes, yes, yes. We built HiLite originally as an internal production tool for our tech-enabled customer service operation (to run analytics and route tickets in near-real-time)!  For the off-the-shelf version, we've distilled the categories down to the most common ones for each vertical, but if you have a lot (or a little) of specific contact types that aren't covered, we can expand that for you! 

Custom Classification Model

If it feels like you're seeing a less than ideal degree of classification accuracy, let us know! We can tune the model for you on a Pro plan. Better yet, if you have 3-6 months of ticket data with tags that your agents applied at resolution, we can use that to make you your own classifier. 

Not quite what you were looking for? Have more questions? We'd love to connect.

You can click here to drop us a note, send us an email directly at [e-mail], or click here to book a few minutes to chat live!