Platform
How Contact Centers Use AI-Powered Classification
Optimize service with Nextiva Contact Center’s AI classification. Smart routing, risk detection, and self-serve options for improved efficiency.
Smart case and call routing saves customer relationships.
Increased first-contact resolution
Resolve customer issues faster with AI-driven classification for seamless service.
Reduced operational costs
Streamline your operations by directing transactions to the right department instantly.
Improved customer satisfaction
Quickly resolve customer issues with AI-powered classification, ensuring your team provides the right support at the right time.
Enhanced regulatory compliance
Ensure your agents adhere to compliance standards with AI-powered classification.
How contact centers use AI classification technology.
Automatic transaction routing
At-risk customer identification
Agent compliance scoring
Self-serve experiences
Automatic transaction routing
Automatic transaction routing uses AI to direct customer inquiries to the right department. This ensures that each query is handled by the most qualified agent, reducing wait times and improving customer satisfaction.
For contact center operators, this feature addresses the pain of misrouted calls and emails, which can frustrate customers and waste valuable time. By accurately categorizing and routing transactions, it streamlines operations and enhances the overall customer experience.
Agents benefit from this system as it allows them to focus on their areas of expertise. This not only improves their performance but also increases job satisfaction, as they are more likely to resolve issues efficiently and effectively.
At-risk customer identification
Identify at-risk customers with precision. This feature scans interactions to detect signs of dissatisfaction. It helps you address issues before they escalate.
By pinpointing at-risk customers, you can intervene early. This proactive approach reduces churn and builds loyalty. Your customers feel heard and valued.
Agents benefit from clear insights into customer sentiment. They can tailor their responses and provide better support. This leads to higher satisfaction and improved performance.
Agent compliance scoring
Agent compliance scoring ensures your team adheres to best practices. It automatically monitors conversations, scoring agents on their use of approved language. This feature helps you maintain high standards without constant supervision.
By identifying areas where agents may need improvement, it allows for targeted training. This means your team can consistently deliver the quality service your customers expect. It reduces the time supervisors spend on manual reviews, freeing them to focus on more strategic tasks.
Improving agent performance directly impacts customer satisfaction. When agents follow best practices, interactions are smoother and more effective. This leads to quicker resolutions and happier customers, ultimately benefiting your business.
Self-serve experiences
Self-serve experiences allow customers to resolve issues on their own without waiting for an agent. This reduces wait times and increases satisfaction. Customers can access information and solutions quickly, which means they get the help they need when they need it. This feature also frees up agents to handle more complex inquiries, improving overall efficiency.
Nextiva powers 1 million+ users and billions of interactions annually.
See how Nextiva can help your business deliver exceptional experiences as you engage, market, sell, and service.