Overview
The HiLite AI Classification System enhances your customer experience (CX) strategy by automating the categorization and routing of inbound tickets. By intelligently tagging tickets with contact and sub-contact reasons, HiLite provides actionable insights into customer inquiries, enabling faster resolutions, proactive decision-making, and data-driven improvements.
With HiLite, you can:
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Categorize tickets automatically based on custom rules.
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Identify root causes by tracking both contact and sub-contact reasons.
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Route tickets to the most appropriate agents in real-time based on their skills or the topic at hand.
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Use categorization data to enhance your ticket quality assurance workflows.
Key Benefits of HiLite AI Classification
Using HiLite’s AI-powered classification system can transform your support operations. Here’s how:
- Uncover Trends & Insights
HiLite provides end-to-end visibility into why customers reach out. By categorizing tickets effectively, you can identify emerging trends and uncover systemic issues that help inform your CX strategy.
- Skill-Based & Topic-Based Routing
With HiLite, you can route tickets based on the specific skills required or the topic of the inquiry, ensuring that customers are quickly connected with the right agent for fast resolution.
- Improve Data Integration
HiLite integrates seamlessly with your CRM or automation flows, allowing you to feed enriched tag data directly into these systems. This ensures all customer interactions are captured and updated, leading to more personalized follow-ups.
- Proactive Decision-Making
HiLite empowers you with actionable insights that surface experience gaps and potential issues within your CX. These insights allow you to take proactive steps to improve overall service quality.
How HiLite Works
HiLite uses advanced machine learning algorithms to automatically classify inbound tickets. Here's a breakdown of how it works:
- Automatic Ticket Categorization
When a ticket is created, HiLite automatically applies tags based on predefined rules and contact reason data. This process includes both primary contact reasons (why the customer reached out) and sub-contact reasons (the specific issue the customer is experiencing).
- Intelligent Ticket Routing
After categorization, HiLite uses the tagging data to route tickets to the most relevant agent in real time. This ensures that only the most qualified agents handle each ticket, improving response times and resolution accuracy.
- Root Cause Identification
By categorizing both the contact reason and sub-contact reason, HiLite enables you to track the root causes of recurring customer issues. This helps in identifying patterns and addressing systemic problems before they become major concerns.
Use Cases for HiLite
HiLite can be implemented across a wide range of use cases to improve your CX processes:
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Trend Identification & Analysis
Track recurring issues across customer tickets, identify patterns, and take action to resolve common problems quickly. -
Proactive Issue Resolution
Use HiLite’s insights to identify and resolve systemic issues before they escalate into larger customer complaints. -
Enrich Customer Data
HiLite integrates with your CRM to provide enriched customer profiles. This data can be used for more personalized communications and informed decision-making.
Getting Started with HiLite
To get started with HiLite, follow these steps:
Step 1: Define Custom Categorization Rules
Work with your team to define the rules and scenarios for ticket categorization. This allows HiLite to tag tickets according to the unique needs of your business.
Step 2: Train the System
HiLite uses machine learning to continuously improve ticket categorization. The more data it processes, the better it becomes at identifying and categorizing tickets accurately.
Step 3: Monitor and Optimize
Once HiLite is active, use the built-in analytics dashboard to monitor performance. Regularly review the categorized data to ensure it’s being used effectively and to identify areas for optimization.