Verbatim

The stated reason for contacting your organization in the customer’s own words. Not in ‘internal language’. 
 

OI amplifies the voice of customer to identify opportunities for enriching educational resources, support channels, self-help tools, product development and more...
 

Interaction Classification

Operative Intelligence classifies your customer’s stated reason for making contact in their own words. This can be applied over a large volume of interactions using language algorithms to help you understand your customers needs.

We custom create customer demand models using at least three months of your historical transcript data. We then display this in three layers of classification:
 

Layer 1: Root Cause 

The underlying reason for making contact with the organization, not necessarily the underlying issue. Think of this as the antithesis of the interaction: if this didn’t happen, the customer would not have needed to contact you.
 

Layer 2: Inquiry

The main topic of the interaction, specific to the root cause.
(Note: If your organization is based in Australia, New Zealand or the UK, this will be spelled 'Enquiry')
 

Layer 3: Sub Inquiry

The next layer of detail about the topic (if applicable). Specific to the inquiry.
(Note: If your organization is based in Australia, New Zealand or the UK, this will be spelled 'Sub Enquiry')
 

Example

Verbatim:

Hi, I placed an order online about fifteen minutes ago, but I didn’t receive any confirmation so I’m calling to find out if the order has gone through

Classification:

Opportunity Types

Opportunity Types help categorize Inquiries based on:

• Business value: Does the inquiry benefit the company?
• Customer value: Does the inquiry provide value to the customer?

Understanding these categories allows businesses to identify areas for improvement and measure the impact of initiatives.
 

Enable Self-Service

• Valuable to customers, but not beneficial for the business to handle via a contact center.
• Goal: Shift these interactions to self-service or automation.
   

Make It Easier

• Valuable to the business, but time-consuming for customers.
• Goal: Simplify these interactions to improve customer experience.
   

Pain Point

• Not valuable to customers or the business.
• Goal: Eliminate as many of these interactions as possible.
   

Value Generating

• Valuable for both customers and the business (e.g. revenue-generating interactions).
• Goal: Optimize these interactions to maximize business impact.